Conseiller En Support Technique / Technical Support Advisor

Retail Solutions Support And Success Team Member

As a member of the Retail Solutions Support and Success team, you'll work in a fast-paced and dynamic environment. You will work in a fast-paced retail B2B environment. You will use your knowledge of customer success, the retail industry, and our products and services to help customers meet their retail hardware and software needs.

As a Technical Support Advisor, you will specialize in assisting customers by diagnosing and resolving issues through your product and service expertise. You will communicate with customers through calls or other corresponding methods. You will be responsible for identifying customer needs, responding to inquiries, giving technical advice, resolving issues, and ensuring efficiency and customer satisfaction. As a Technical Support Advisor, you will collaborate with the customer support and project success team, and may also work with other departments to optimize customer support operations.

How you will succeed

• Customer Engagement - Helping customers manage their accounts and products. You focus on each customer's experience and make every interaction meaningful.
• Problem Solving - Listening, asking questions, and putting yourself in the customer's shoes. Act like a landlord by taking responsibility for customers' problems, and know how to lean on others to find a better solution together.
• Leverage Technology - Become a technology expert. Share your knowledge by introducing customers to our mobile apps, helping them better manage their retail needs, and understanding our wide range of retail offerings to offer a total solution to our customers.

Who are you?

• You put our customers first. You are committed to finding the right solutions. You go the extra mile because it's the right thing to do.
• You are motivated to succeed. You are motivated to achieve your goals and give your best to make an impact.
• You are passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You create trust through respect and authenticity.
• You love to learn. You are passionate about developing your knowledge and you know that there is no limit to what you can accomplish.
• You engage with your heart and mind. You care
• You engage with your heart and mind. You care about people and understand different perspectives. You listen to and learn from the experiences of others
• Values matter to you. You bring your true personality to work and live our values – trust, teamwork and responsibility.

Job duties:

• Evaluate, analyze, and resolve customer problems by providing solutions to problems.
• Understand the customer's retail operations and be able to diagnose issues (configuration or issues).
• Provide software and hardware support.
• Create support materials (job aids, knowledge base articles, videos).
• Create/customize reports and data imports/exports based on the SQL language.
• Participate in the rotation of the on-call team with the rest of the customer support team every other week, weeknights or weekends.

Skills required:

• Experience or knowledge of Microsoft SQL database preferred.
• Experience and/or knowledge of POS and retail software is desired.
• A good command of French and English is required as the incumbent will be required to communicate frequently in both languages, both orally and in writing. We have colleagues, clients and partners in Quebec, as well as in the rest of Canada and the United States.

ACCEO Retail Solutions designs, develops, and deploys turnkey software and hardware solutions for retailers that provide them with comprehensive retail management solutions, ranging from inventory management to order management, promotion management, loyalty programs, e-commerce, and more. We serve retailers in the fashion, health, sports, grocery, pet stores, specialty stores, giftware, home and décor industries. Our solutions are used by thousands of retailers and we process more than one million transactions per day on our network.

*Only successful applicants will be contacted*.

Harris is committed to an equal employment opportunity program, and applications from members of targeted groups, including women, persons with disabilities, Indigenous peoples, and visible minorities, are encouraged. If you are a person with a disability, you can receive assistance with the selection and selection process upon request.

Harris' talent acquisition team does not use text messages to communicate with candidates or solicit confidential information. We encourage all candidates to apply for the posted positions. They will be contacted by either a Harris manager or a member of the talent acquisition team for an interview, provided they meet the required criteria