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, explicit, 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

📌 Technical Support Agent (Montreal)
🏢 SIR Solutions
📍 Montreal