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 English (written and spoken) required; French and/or Spanish preferred.

Work Environment