Support Specialist (Bilingual Fr/EN)

Hi there! Thanks for stopping by 👋 Lightspeed is looking for a frontline Support Specialist (bilingual in French) to provide technical assistance and guidance to merchants using our Point of Sale platform. While operating within established procedures and support frameworks, specialists apply technical knowledge and problem-solving skills to identify issues, determine root causes, and guide customers toward effective resolutions. Frontline Support Specialists build foundational expertise across Lightspeed products and develop the technical judgment required to support increasingly complex merchant What you’ll be doing: - Provide technical support through all Support channels as rostered, including Chat, Phones, and Emails, assisting merchants with product usage and troubleshooting. - Move beyond surface-level symptoms to diagnose root causes. You will evaluate system behaviors, analyze logs, and apply structured logic to resolve complex hardware and software interdependencies. - Interpret customer workflows and business scenarios to understand how product configurations and operational processes may impact system performance. - Use technical knowledge of POS systems, back-office functionality, and third-party integrations to guide customers through sophisticated technical hurdles. - Exercise sound judgment in high-pressure scenarios. You will independently determine the most efficient troubleshooting path by balancing technical documentation with the immediate operational needs of the customer. - Document troubleshooting steps, observations, and outcomes clearly to ensure accurate case tracking and continuity across teams. - Escalate complex technical issues following defined escalation procedures when a deeper system investigation is required. - Maintain up-to-date knowledge of product features, support tools, and operational processes through ongoing learning and training. - Provide excellent customer service by using soft skills, showing empathy, and having conversation-guiding questions. AND A LITTLE BIT OF.... - Contribute to improving the support experience by identifying recurring issues, gaps in documentation, or opportunities for process improvements. - Collaborate with internal teams when required to ensure customer issues are understood and addressed effectively. - Participate in ongoing learning initiatives to expand product knowledge and troubleshooting capabilities. - Support teammates through knowledge sharing and collaborative problem-solving when complex issues arise. What you need to bring: - Exceptional French and English written and verbal communication skills - Availability to work over the weekend is required. - Customer service experience in a support role for a minimum of one year - Experience troubleshooting software applications, POS systems, or business software environments. - Familiarity with computer hardware, networking basics, and software troubleshooting practices. - Experience in retail or hospitality environments is considered an asset. - As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position. What’s in it for you: You’ll enjoy: - A flexible work environment that empowers you to do your best work - A culture that celebrates performance - The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard - Career-defining opportunities - Plus benefits designed to keep you happy, healthy and fulfilled. - Flexible paid time off and remote work policies - Equity options, because this is your company too - Contributions to your pension plan. Your future matters - Training opportunities to grow your skills and career - Health and wellness credit so you feel your best - Time off to volunteer and give back to your community - Interest groups, employee led networks, social committees to sponsored sports teams - Computer purchase program to get your personal Macbook - En...