About the Role

We are seeking a french Technical Support Specialist to provide expert technical support for hardware and software solutions, ensuring timely issue resolution and exceptional customer service.

This role involves troubleshooting technical problems, supporting customers and partners across multiple communication channels, delivering product training, and collaborating with cross-functional teams to ensure successful product implementation and customer satisfaction.

Key Responsibilities Technical Support & Troubleshooting

• Provide technical support to partners, customers, sales representatives, and internal teams via phone, chat, and email.
• Diagnose and resolve hardware, software, connectivity, installation, and configuration issues.
• Troubleshoot database setup, user management, reporting, network communications, and software platform issues.
• Provide technical guidance on product implementation and system functionality.
• Support troubleshooting for both company products and integrated third-party solutions.

Customer Support

• Deliver timely and effective resolutions to customer inquiries and complaints.
• Escalate complex or critical technical issues to management when required.
• Maintain high levels of customer satisfaction through professional support.
• Preserve the confidentiality and security of customer information.

Training & Collaboration

• Develop and deliver product training to customers and resellers.
• Coordinate with internal teams on product returns and exchanges.
• Collaborate with cross-functional departments to resolve technical issues efficiently.
• Support global business initiatives and continuous service improvements.

Key Requirements Qualifications

• Post-Secondary Diploma or Bachelor's Degree in Engineering, Computer Science, or a related field.

Experience

• 1-3 years of experience in technical support, customer support, or technical troubleshooting.
• Experience supporting hardware and software products in a customer-facing environment.

Technical Skills

• Knowledge of SQL, Python, C#, JavaScript, or similar programming languages.
• Experience with data warehouse technologies such as Google BigQuery.
• Advanced Microsoft Excel skills, including Pivot Tables and reporting.
• Proficiency with Google Workspace.

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to communicate professionally in French & English.
• Strong customer service and relationship management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexible to work rotating shifts in a 24/7 operation, including evenings, weekends, and public holidays.