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Support Specialist

2 weeks ago

Montroyal, Canada Cluster Pos Full time

Support Specialist - Level 1
- (Une version francaise suivra)_

At ClusterPOS, we are dedicated to providing innovative software solutions for the hospitality industry. Our Point of Sale (POS) system empowers businesses to streamline operations and enhance customer experiences. We are looking for passionate individuals to join our team and help our clients succeed.

**Primary responsibilities**:

- Assist customers in resolving technical issues related to our POS software and related hardware.
- Document and track customer interactions using our support ticketing system.
- Escalate complex issues to Level 2 Support or other relevant departments when necessary.
- Provide clear and concise instructions to customers to help them resolve issues independently.
- Conduct basic training for customers on software features and functionalities.
- Maintain up-to-date knowledge of our products, services, and industry trends.
- Collaborate with team members to improve support processes and customer satisfaction.
- Follow documented escalation procedures as required.
- Communicate with staff members regarding current/ongoing customer issues.
- Participate in the creation and maintenance of troubleshooting, testing procedures, and documentation for technical support staff.
- Document software defects for review and corrective action(s).
- Handle miscellaneous duties and responsibilities as defined by management.

**Qualifications**:

- High school diploma or equivalent; associate's or bachelor’s degree in a related field is a plus.
- 1+ years of experience in a customer service/support role, preferably in software or technology.
- Strong problem-solving skills and technical aptitude.
- Excellent written and verbal communication skills, in both English & French.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Familiarity with POS systems and hospitality operations is a plus.
- Proficiency in using support ticketing systems and CRM software.
- Proven troubleshooting skills.
- Self-starter who also works well in a team environment.
- Ability to work evenings and weekends.
- Ability to work in-office full-time.

**What we offer**:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.

**To comply with Bill 96, Cluster Pos has taken reasonable measures to avoid requiring a language other than French in order to be hired or to be retained in this position.**

Chez ClusterPOS, nous sommes dédiés à fournir des solutions logicielles innovantes pour l'industrie de l'hospitalité. Notre système de Point de Vente (PDV) permet aux entreprises de rationaliser leurs opérations et d'améliorer l'expérience client. Nous recherchons des personnes passionnées pour rejoindre notre équipe et aider nos clients à réussir.

**Responsabilités principales**:

- Aider les clients à résoudre des problèmes techniques liés à notre logiciel PDV et au matériel associé.
- Documenter et suivre les interactions avec les clients à l'aide de notre système de billetterie.
- Escalader les problèmes complexes au Support de Niveau 2 ou à d'autres départements pertinents si nécessaire.
- Fournir des instructions claires et concises aux clients pour les aider à résoudre les problèmes de manière autonome.
- Effectuer une formation de base pour les clients sur les fonctionnalités et les caractéristiques du logiciel.
- Maintenir une connaissance à jour de nos produits, services et tendances du secteur.
- Collaborer avec les membres de l'équipe pour améliorer les processus de support et la satisfaction client.
- Suivre les procédures d'escalade documentées si nécessaire.
- Communiquer avec les membres du personnel concernant les problèmes clients en cours.
- Participer à la création et à la maintenance des procédures de dépannage, de test et de documentation pour le personnel de support technique.
- Documenter les défauts logiciels pour examen et actions correctives.
- Gérer des tâches et responsabilités diverses définies par la direction.

**Qualifications**:

- Diplôme de fin d'études secondaires ou équivalent ; un diplôme d'associé ou de baccalauréat dans un domaine connexe est un plus.
- 1+ années d'expérience dans un rôle de service/support à la clientèle, de préférence dans le logiciel ou la technologie.
- Excellentes compétences en résolution de problèmes et aptitude technique.
- Excellentes compétences en communication écrite et verbale, en anglais et en français.
- Capacité à travailler dans un environnement dynamique et à gérer plusieurs tâches simultanément.
- Familiarité avec les systèmes PDV et les opérations d'hospitalité est un plus.
- Maîtrise de l'utilisation des systèmes de billetterie et des logiciels CRM.
- Compétences avérées en dépannage.
- Autonome tout en étant capable de travailler efficacement en équipe.
- Capacité à t