[Hiring] Bilingual Senior Specialist, Store Technical Support @RADAR

Role Description

We are seeking a dedicated Senior Specialist Store Technical Support with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders. This role is based in Canada and requires bilingual support, with professional proficiency in both English and French.

In this role, you will partner closely with IT Engineering, Customer Operations, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction.

• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
• Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence.
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
• Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
• Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
• Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
• Write and maintain reports and procedural documentation.
• Drive root cause analysis and ensure effective issue escalation and follow-up.
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

Qualifications

• You have professional proficiency in both English and French (written and spoken).
• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
• You are proficient in SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
• You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
• You have experience using service desk management software to monitor KPIs and track customer issues.
• You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations.
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
• You have previous experience supporting retail customers or store environments.
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
• You have excellent written and verbal communication skills.
• You have the ability to work independently and collaboratively across teams.
• You have intermediate knowledge of Linux, Networking, Terminal (CMD), SSH, and Telnet.
• You have a strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
• You have flexibility to work additional hours as required to provide issue resolution.
• You have the ability to participate in an on-call rotation schedule.

Requirements

• You have experience in field service coordination.
• You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
• You have a background in incident response or root cause analysis frameworks.
• You have certifications such as CompTIA Network+, Linux+, ITIL Foundation, or equivalent.
• You have intermediate knowledge of JavaScript.
• You have experience using APIs (REST & GraphQL).

Benefits

• Base salary range: 85,000-110,000 CAD.
• Equity.
• Comprehensive medical and dental coverage.
• Life and disability benefits.
• 401k plan.
• Flexible time off.
• Paid parental leave.