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Bilingual (EN-FR) Technical Support Specialist

7 months ago

Toronto, Canada Volante Systems Full time

Volanté is an industry leading Enterprise Point-of-Sale (POS) company that sells its leading-edge hospitality solutions to blue-chip customers all across North America. With a team of over 100 employees in its Toronto, Ontario and Charlotte, North Carolina offices, Volanté's POS software has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments.

We're looking for an enthusiastic and talented Bilingual Technical Support Specialist to join our support team The ideal candidate will come armed with concepts in technical support, documentation, client training, as well as, software and hardware troubleshooting. Ideally, you have 4-6 years' experience in this field. This is a great opportunity to gain experience and grow within a growing company. You'll be interacting with external clients of Volante, whom are users of our POS Software. Tickets will be dealt with through phone calls and emails. If you have great customer service and technical abilities - we invite you to apply

What You'll Be Doing:

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner 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.
  • Collaboration with internal teams in identifying product defects, designing solutions, and testing.
  • Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations, etc.
  • Required to work some statutory holidays and participate in a rotational After-Hours program with paid compensation.

What We're Looking For:

  • 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 You'll Get Out Of It:

  • Work with some awesome, fun-loving, and diverse people
  • Perks – Health, Dental, Vision, Vacation + PTO, Free parking, Company socials, Flexible work hours, Casual office environment, Free snacks and more
  • Career Growth – Goal-setting and open discussions on how Volanté can help you achieve your goals
  • Opportunity to grow in to lead roles
  • Meaning out of your work – Everyone's contributions are critical to our growth and success

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.