Support Specialist; Bilingual in French; Montreal

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.

• Provide technical support through all support channels as rostered, including chat, phone, and email.
• Diagnose root causes beyond surface symptoms, analyzing logs and system behaviours.
• Interpret customer workflows and business scenarios to understand how product configurations may impact 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 and decide the most efficient troubleshooting path.
• Document troubleshooting steps, observations, and outcomes clearly for accurate case tracking.
• Escalate complex issues following defined procedures when deeper 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 asking guidance questions.
• Contribute to improving the support experience by identifying recurring issues, documentation gaps, or process improvements.
• Collaborate with internal teams to ensure customer issues are understood and addressed effectively.
• Participate in learning initiatives to expand product knowledge and troubleshooting capabilities.
  
  Support teammates through knowledge sharing and collaborative problem solving when complex issues arise.

• Exceptional French and English written and verbal communication skills.
• Availability to work over the weekend.
• Minimum of one year of customer service experience in a support role.
• 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 an asset.
• Fluency in English as a working language.

• 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, yet lean enough to make your voice heard.
• Career-defining opportunities.
• Benefits designed to keep you happy, healthy, and fulfilled.
• Flexible paid time off and remote work policies.
• Equity options.
• Contributions to your pension plan.
• Training opportunities to grow your skills and career.
• Health and wellness credit.
• Time off to volunteer and give back to your community.
• Interest groups, employee‑led networks, social committees, and sponsored sports teams.
• Computer purchase program to get your personal Mac Book.
• Enhanced parental leave.

Lightspeed is a proud equal‑chance employer and we are committed to creating an inclusive and barrier‑free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for all selection steps.