French & English Technical Support Agent

Technical Support Agent Join Our Dynamic Customer Support Team! Are you passionate about technology, problem-solving, and delivering exceptional customer service? We are looking for a Technical Support Agent to join our dynamic support team and provide frontline technical assistance to customers.

In this role, you will support customers with hardware and software-related issues
, primarily involving Point of Sale (POS) systems
, while using CRM systems to accurately manage and resolve customer queries.

• Provide professional, friendly, and efficient technical support to customers.
• Troubleshoot and resolve hardware and software issues promptly.
• Support POS equipment such as receipt printers, tablets, scanners, and related devices
  .
• Diagnose and resolve new or complex technical issues using strong troubleshooting skills.
• Accurately record and manage customer interactions using CRM systems
  .
• Follow established troubleshooting and escalation procedures.
• Escalate complex or unresolved issues to the appropriate technical teams.
• Work independently while effectively managing workload and response times.
• Collaborate with colleagues to improve the overall customer experience.
• Maintain a strong customer-first approach in every interaction.
• Stay up to date with relevant technology, systems, and troubleshooting processes.

• 1–2 years' experience in Technical Support or an IT-related environment.
• 1–2 years' experience in a BPO/contact centre environment.
• Strong troubleshooting and problem-solving abilities.
• Experience troubleshooting hardware and software.
• Proficiency in using CRM systems.
• Excellent verbal and written communication skills.
• Ability to work independently and manage time effectively.
• Strong customer-service skills and a positive attitude.
• Ability to follow processes, procedures, and escalation protocols.

The following will be an added advantage:

• Experience with POS systems such as Square, Toast, or similar platforms.
• Experience in the retail or hospitality industry.
• Previous experience supporting tablets, scanners, receipt printers, or other POS peripherals.
• A strong passion for technology and learning new systems.

This position requires flexibility to work in a rotational shift environment, which may include:

• Evening shifts
• Weekend shifts
• Public holidays

We’re looking for someone who is:

• Customer-focused
• Tech-savvy
• A strong problem-solver
• Patient and professional
• Adaptable and willing to learn
• Able to remain calm under pressure
• A strong team player
• Confident working with new and complex technical issues

If you are passionate about technology and enjoy helping people solve problems, we would love to hear from you!