Technical Support Specialist

2 weeks ago

Toronto, Ontario, Canada Volante Systems Full time

Role Overview: We are seeking a talented Bilingual (EN-FR) Technical Support Specialist to join our support team. The ideal candidate will possess strong technical skills, excellent communication abilities, and a keen analytical mind.



About the Job: As a Technical Support Specialist, you will be responsible for analyzing break/fix issues, delivering solutions to meet customer needs, and documenting customer interactions and resolutions. You will also contribute to our technical knowledge base and collaborate with internal teams to identify product defects and design solutions.



Key Responsibilities:




  • Analyze break/fix issues and work with empathy and urgency to deliver solutions to meet customer needs.
  • Document all customer interactions and resolutions in the existing case management systems.
  • Actively 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 to include Sales, Channel, Support, Engineering, Operations, etc.


Requirements:




  • Bilingual English/French capabilities are required.
  • 2+ years in a Technical Support or Help Desk role, preferably in SaaS.
  • 1+ years working with/exposure to SQL.
  • 1+ years 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 supportive and diverse team environment.
  • A competitive compensation package, including health, dental, and vision benefits.
  • Vacation and PTO time, flexible work hours, and casual office environment.
  • Professional development opportunities and career growth potential.
  • A chance to work with cutting-edge technology and contribute to the growth and success of Volante Systems.


Volante 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.

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