RADAR

A platform combining radio-frequency identification (RFID) with computer vision, RADAR automates and augments retail processes. Founded in 2013, RADAR's technol

Bilingual Senior Specialist, Store Technical Support – French/English

Location

Canada

Posted

70 days ago

Salary

$85K - $110K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglishFrenchITSMLinuxSQL

Job Description

Bilingual Senior Specialist, Store Technical Support – French/English

RADAR

• 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.

Job Requirements

  • 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 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 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

Benefits

  • equity
  • comprehensive medical and dental coverage
  • life and disability benefits
  • 401k plan
  • flexible time off
  • paid parental leave

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