Bilingual Senior Store Technical Support Specialist, Radar

• The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders
• This role is based in Canada and requires bilingual support, with professional proficiency in both English and French
• You have professional proficiency in both English and French (written and spoken)
• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively
• You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity
• You have strong problem-solving, analytical, and organizational skills with a high attention to detail
• You have experience using service desk management software to monitor KPIs and track customer issues
• You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution
• You have previous experience supporting retail customers or store environments
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure
• You have excellent written and verbal communication skills
• You have the ability to work independently and collaboratively across teams
• You have Intermediate knowledge of:
• Linux, Networking
• Terminal. CMD
• SSH and Telnet
• You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams
• You have flexibility to work additional hours as required to provide issue resolution
• You have the ability to participate in an on-call rotation schedule
• Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one
• This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness

Desirable

• We are seeking a dedicated Senior Specialist Store Technical Support with a strong background in Helpdesk and Customer Support to join our dynamic team
• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders
• Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation
• Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact
• Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits
• Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements
• Write and maintain reports and procedural documentation
• Drive root cause analysis and ensure effective issue escalation and follow-up
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes
• In your first 30 days, you will:
• Learn Radar’s mission, technology stack and core values
• Complete onboarding and security compliance training
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides
• Meet with strategic team members
• Review all processes including escalations, maintenance dispatches and operations
• Begin reviewing an analyze KPI and other performance metrics to help drive improvement
• In your first 60 days, you will:
• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers
• Collaborate with partner teams to review and enhance RMA process
• Resolve complex problems and troubleshoot by referring to related tickets and documentation
• Begin creating/editing documentation for troubleshooting
• Collaborate with partner teams to drive project and team initiatives to completion
• In your first 90 days, you will:
• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs
• Identify processes that can be automated
• Begin automating processes in Jira/ Zendesk to increase efficiency
• Manage, escalate, and drive resolution of Support issues through service desk management tools, ensuring adherence to SLAs
• Collaborate closely with Support Leadership on projects, automation initiatives, and strategies designed to enhance the customer experience