Product and Installation Specialist

5 months ago

Montréal, Canada Cluster Pos Full time

**Cluster** is on the hunt for a customer-service-driven Product & Installation Specialist to join our team. This role is pivotal in providing technical assistance for our renowned point-of-sale (POS) software and hardware. Ideal for a seasoned support specialist, this full-time position demands a blend of technical prowess and customer service finesse, with a keen passion for delivering stellar customer experiences. If you're proficient in both French and English, have a knack for networking, and thrive on crafting memorable customer journeys, we're looking for you.

**About Cluster**:
We're a comprehensive solutions provider, dedicated to delivering an integrated suite of software, hardware, and support services. Our team's expertise is the backbone of our product, ensuring we meet the needs of our 1,100+ clients across the globe.

**Key Qualifications**:

- Academic & Professional Experience: Technical degree (or higher) with 5+ years in relevant technical roles. Experience with POS systems is a plus.
- Technical Skills: Advanced proficiency in Windows 10/11, Apple iOS, and intermediate networking. Quick learner of new hardware and software technologies.
- Analytical Abilities: Exceptional problem-solving skills, with a meticulous approach to resolving customer issues.
- Communication: Outstanding verbal and written skills in English and French; Spanish is a bonus.
- Customer Service: Excellent interpersonal skills, with a professional and courteous telephone demeanor.
- Self-Motivation: Independent, initiative-taking problem solver who monitors the quality of their work.
- Adaptability: Thrives in fast-paced environments, capable of handling pressure and learning on the go.
- Travel: Willingness to travel up to 25% of the time for onsite visits.

**Roles & Responsibilities**:
**1. Product Expertise**:

- **Cluster Products**: Develop an in-depth understanding of all aspects of Cluster's POS offerings, ensuring expert-level knowledge for demonstrations, technical support, and sales team assistance. Actively participate in the product enhancement process by liaising with the Development team, and stay informed about product updates and new releases.
- **Third-Party Integrations**: Handle the intricacies of integrating third-party software with Cluster's systems. This includes setting up and managing demo accounts, understanding the operational and customer-specific aspects of third-party software, and facilitating the integration process. Provide educational support to sales and support staff, and serve as a primary contact for third-party software providers.

**2. Installation Mastery**:

- **Comprehensive Installation Leadership**: Take charge of complex POS system installations, focusing on multi-station setups and sophisticated configurations across the United States and Canada. Ensure smooth and efficient installation processes, from planning through post-installation support, and promptly address any challenges that arise.
- **Collaboration and Communication**: Work closely with Sales, Development teams, and upper management to navigate installation challenges effectively. Employ superior communication skills to facilitate seamless teamwork and problem resolution.

**3. Technical Leadership**:

- **Advanced Technical Support**:Offer immediate assistance for critical technical issues, minimizing operational disruptions for clients. Provide advanced support and guidance to the installation team, enhancing their problem-solving capabilities.
- **Training and Development**: Develop and distribute training materials to internal teams and contractors, ensuring adherence to Cluster's standards and procedures. Proactively adjust training and support based on evolving technical requirements and feedback.

This position reports directly to the Technical Support & Installation Services Director, emphasizing its critical role in Cluster’s commitment to excellence and customer satisfaction. If you are a dynamic, technically skilled individual with a flair for customer service, join us in shaping the future of POS solutions.

**Salary**: $65,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Saint-Laurent, QC H4T 1K2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Please confirm Yes / No if you are aware of the 65,000 to 70, 000 /year salary range and this is what you are looking for.

**Language**:

- English (required)
- French (required)

Work Location: In person

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