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 solid 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

📌 Technical Support Agent (Montreal)
🏢 Ravyx
📍 Montreal