A Welcoming and Innovative Work Environment

Alice POS is a growing startup in Sherbrooke. We develop and sell a point of sale (POS) solution for retail businesses.

With our software, merchants can better manage their stores and offer competitive service. Alice POS features make their work easier and help them generate more revenue.

With its dynamic, welcoming, and passionate team, Alice POS offers you an inclusive work environment where collaboration, continuous learning, and personal growth are emphasized. Discover all the advantages of a small team: every member is important and listened to.

Working for Alice POS means using your strengths to achieve common goals, namely modernizing retail and providing quality support to our customers.

An Interesting and Rewarding Job

As a technical support specialist, you will be responsible for providing quality technical assistance by answering phone calls and email requests to effectively resolve customer issues. You will also coordinate requests to the team requiring higher-level expertise.

Job-related tasks:

  • Responding to incoming calls and emails to assist customers with technical problems or questions.
  • Identifying, diagnosing, and resolving common technical issues encountered by customers. This involves interactions by phone and email.
  • Carefully detailing higher-level issues and following up with the director or a team member.
  • Describing software-related issues or actions and following up with the technical team via a technological tool.
  • Testing the product and peripherals to diagnose issues and follow up with the technical team.
  • Participating in team meetings related to technical support.
  • Collaborating with other team members to ensure a quick and efficient resolution of issues.
  • Gathering information on recurring problems or customer suggestions to constantly improve the product.
  • Documenting training and processes to prepare for succession related to growth projects.
  • Participating in improving the current knowledge base and creating the new one related to the upcoming version of the product.
  • Importing files into customer systems as needed.

Required skills

You are the person we need if:

  • You have experience in customer service.
  • You are bilingual (English and French).
  • You have strong verbal and written communication skills, with a demonstrated ability to explain technical concepts clearly and accessibly.
  • You are comfortable with technology and easily learn to use software.
  • You can analyze situations and solve problems quickly.
  • You are autonomous while demonstrating good teamwork skills.
  • You have excellent organizational skills and take good notes.
  • You are proactive with customers.

Assets

  • Practical knowledge of POS systems or similar software.
  • Experience in phone support.
  • Experience in retail.

Benefits

  • Full-time (40 hours per week).
  • Competitive salary.
  • Bonus program.
  • Option to work 100% remotely, in hybrid mode, or 100% in person, your choice.
  • Continuous training.
  • Advancement opportunities.
  • Free access to streaming services (Netflix, Disney+, Apple TV+, Crave, Amazon Prime Video, Audible).

Are you interested in the position? Submit your application!