Technical Support Agent, L1

Position Overview The Technical Support Agent, L1 serves as the first point of contact for customers, providing prompt and effective solutions to technical issues. Specializing in POS systems, this role is responsible for troubleshooting problems, offering guidance, and escalating complex cases when necessary. Ensuring customer satisfaction through exceptional service, technical expertise, and strong problem-solving skills is a key aspect of this position. Responsibilities Technical Support & Ticket Management Efficiently manage and prioritize incoming support tickets. Troubleshoot and resolve technical issues related to company products and services. Provide accurate and timely responses to customer inquiries. Escalate complex issues to the appropriate internal teams when necessary. Deliver immediate assistance for emergency situations. Customer Support & Relationship Management Handle inbound customer calls and provide clear, concise explanations of technical concepts. Foster strong customer relationships through effective communication and problem-solving. Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions. Follow up to ensure all customer issues are fully resolved and satisfaction is achieved. Knowledge Management & Continuous Learning Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions. Stay informed about product updates, features, and best practices. Participate in regular training sessions to maintain expertise in company products and services. Accurately document issues and resolutions using Salesforce or other CRM tools. Requirements Education & Experience Post-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required. Previous experience in a technical support or call center environment preferred. Familiarity with support ticketing systems such as Salesforce is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook, etc.). Competencies & Skills Strong technical aptitude and troubleshooting abilities. Excellent communication skills, with the ability to remain patient and calm under pressure. Ability to work both independently and collaboratively within a team environment. Strong attention to detail and time management skills. Proficiency in French and English (written and spoken) required; Spanish preferred. Work Environment Ability to work remotely with a reliable internet connection and a dedicated workspace.

The Technical Support Agent, L1 is responsible for managing and prioritizing incoming support tickets, troubleshooting technical issues, and providing guidance to customers. They also escalate complex cases and ensure customer satisfaction through effective communication and problem-solving.

Candidates should have a high school diploma, with post-secondary education in a related field being an asset. Previous experience in technical support or call center environments is preferred, along with proficiency in Microsoft Office and familiarity with support ticketing systems.

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Technical Support
• Troubleshooting
• Customer Service
• Communication
• Problem-Solving
• Attention to Detail
• Time Management
• Salesforce
• Microsoft Office
• Bilingual
• Empathy
• Active Listening
• Teamwork
• Networking
• Computer Science
• Continuous Learning

• Customer Service & Support
• Technology

Minimum education

High school

Minimum experience

0+ years

Apply by

Jan 5, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Entry level