Technical Support Agent L2

Position Summary The Technical Support Agent, L2, serves as an escalation point for complex technical issues that cannot be resolved at Level 1. This role requires deeper technical expertise in POS systems, advanced troubleshooting skills, and the ability to independently diagnose, resolve, or coordinate the resolution of customer-impacting issues. Responsibilities Advanced Technical Support & Escalation Management Serve as an escalation point for unresolved Level 1 technical issues Provide intermediate-level technical support via phone and email Investigate basic to intermediate issues related to SMS system functionality and retail management (back-office systems) Analyze system behavior using logs, scripts, macros, and diagnostics Propose and/or implement appropriate solutions or technical recommendations Ensure escalation procedures and timelines are followed Customer Support & Case Ownership Communicate clearly with customers regarding issue status, expected timelines, and next steps Ensure resolution timelines are met and proactively communicate delays when necessary Validate issue resolution with customers prior to case closure Foster positive customer relationships through professional, clear, and empathetic communication Systems, Documentation & Data Management Manage and review information within SQL databases at an intermediate level Accurately document all calls, troubleshooting steps, and resolutions in Salesforce, NAV, and other systems Maintain detailed case notes to support knowledge sharing and future issue resolution Collaboration & Continuous Improvement Collaborate with internal teams to identify medium-term solutions to recurring technical issues Participate in cross-functional meetings and committees as required Support team objectives and contribute to continuous improvement initiatives Share technical insights and findings to help reduce repeat escalations Required Skills & Qualifications Education & Experience Post-secondary education in IT, networking, computer science, or a related field preferred 5–7 years of experience in a technical support or escalation-based environment Experience supporting POS, SMS, or retail management systems Working knowledge of SQL databases (intermediate level) Experience with CRM and ticketing systems such as Salesforce and NAV Proficiency in Microsoft Office (Word, Excel, Outlook, etc.) Competencies & Skills Strong intermediate-level technical troubleshooting and analytical skills Ability to interpret logs, scripts, and system outputs Excellent written and verbal communication skills Strong time management and prioritization abilities Ability to work independently while collaborating effectively within a team High attention to detail and strong documentation discipline Proficiency in English (written and spoken) required; French and/or Spanish preferred Work Environment Full-time position May require shift flexibility based on support coverage needs

Acts as a Level 2 escalation point for complex technical issues involving POS and retail management systems. Responsible for diagnosing system behavior using logs and SQL databases while maintaining detailed documentation in Salesforce and NAV.

Requires 5–7 years of experience in technical support or escalation environments with a strong background in POS or SMS systems. A post-secondary degree in IT or a related field is preferred, along with intermediate SQL knowledge.

• Gestion du tempsSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Troubleshooting
• POS Systems
• SQL Databases
• Salesforce
• NAV
• Case Management
• Log Analysis
• Retail Management Systems
• Analytical Skills
• Written Communication
• Verbal Communication
• Time Management
• Documentation
• English Proficiency
• Escalation Management
• Customer Support

• Customer Service & Support
• Technology
• Software
• Retail

Formation minimale

Diplôme collégial

Expérience minimale

5+ ans

Postuler avant le

6 févr. 2027

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level