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Bilingual Technical Support Specialist

2 months ago

Old Toronto, Ontario, Canada Volanté Systems Full time
About the Role

Volanté Systems is a leading provider of Enterprise Point-of-Sale (POS) solutions to top-tier customers across North America. With a team of over 100 employees in our Toronto and Charlotte offices, we're committed to delivering flexible, scalable, and reliable POS software to diverse environments.

Job Summary

We're seeking a highly skilled and enthusiastic Bilingual Technical Support Specialist to join our support team. The ideal candidate will possess strong technical support, documentation, client training, and software and hardware troubleshooting skills. A minimum of 4-6 years of experience in this field is required.

Key Responsibilities
  • Analyze and resolve break/fix issues with empathy and a sense of urgency to meet customer/partner needs.
  • Document all customer interactions and resolutions in our existing case management systems.
  • Contribute to our technical knowledge base, online community, and other technical documentation.
  • Collaborate with internal teams to identify product defects, design solutions, and test.
  • Work effectively with cross-functional teams, including Sales, Channel, Support, Engineering, and Operations.
  • Participate in a rotational After-Hours program with paid compensation.
Requirements
  • Bilingual English/French capabilities are required.
  • 2+ years of experience in a Technical Support or Help Desk role, preferably in SaaS.
  • 1+ years of experience working with/exposure to SQL.
  • 1+ years of experience working in/exposure to Linux or Windows operating systems.
  • A keen, analytical mind and advanced problem-solving skills, coupled with a commitment to extraordinary customer experience.
  • Excellent communication skills, both in verbal and written correspondence.
  • Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLA's and deadlines.
  • Completed post-secondary education in a related field.
  • Previous exposure to/experience with reading OS level logs, system logs, and proprietary application logs.
  • Customer service experience working in the Food & Beverage or Hospitality Industry is an asset.
  • Experience with Point of Sale (POS) software is an asset.
  • Experience in leading a small team will be an asset.
What We Offer
  • A dynamic and diverse work environment.
  • Perks, including Health, Dental, Vision, Vacation + PTO, Free parking, Company socials, Flexible work hours, Casual office environment, and Free snacks.
  • Career Growth, with goal-setting and open discussions on how Volanté Systems can help you achieve your goals.
  • Opportunity to grow into lead roles.
  • Meaning out of your work, as everyone's contributions are critical to our growth and success.

Volanté Systems welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.