Product Specialist (P.O.S.)

We are seeking a highly skilled Product Specialist to join our Point-of-Sale (POS) software company. This role blends technical expertise, sales support, and helpdesk support to deliver an exceptional customer experience. The Product Specialist serves as the key liaison between customers, the sales team, and the technical team, ensuring smooth product onboarding, efficient issue resolution, and ongoing customer satisfaction.This is a customer-facing, bilingual (English/French) position requiring strong problem-solving skills, technical proficiency, and the ability to communicate complex information clearly and professionally. Key Responsibilities Technical & Product SupportProvide Level 1 & 2 technical support for POS software and integrated solutions.Troubleshoot, replicate, and escalate technical issues to the development or engineering team when required.Maintain a deep understanding of our product suite, integrations, and updates.Assist customers with configuration, setup, and optimization of POS solutions.On-site service is required when necessaryVirtual customer assist across Canada and U.S.Sales SupportSupport the sales team with product demos, technical Q&A, and solution recommendations.Provide pre-sales guidance and post-sale follow-up to ensure a smooth onboarding experience.Customer Service & Relationship ManagementServe as a trusted point of contact for customers, addressing questions with professionalism and empathy.Collaborate with internal teams to resolve customer issues quickly and effectively.Identify opportunities for upselling or cross-selling based on customer needs.Document all interactions and solutions in the CRM/helpdesk system.Training & DocumentationDeliver training sessions (virtual or onsite) to customers and internal teams.Contribute to knowledge base articles, FAQs, and user documentation.Provide feedback to the product team regarding feature requests and enhancements. Qualifications & SkillsBilingual: Professional fluency in English and French (written and spoken) is required.Strong technical aptitude with experience supporting software products (POS experience preferred).Excellent communication and customer service skills.Familiarity with ticketing/helpdesk systems (e.g., Zendesk, Freshdesk, Jira Service Desk).Ability to work collaboratively with sales, development, and operations teams.Strong problem-solving and analytical skills.Comfortable working in a fast-paced environment with competing priorities.Experience with training or presenting technical material is a strong asset.Education & ExperienceDiploma or degree in Computer Science, Information Technology, Business, or related field (or equivalent experience).2+ years of experience in a technical support, product specialist, or sales engineering role (preferably in software, SaaS, or POS industry).Experience with networking, Windows-based systems, Android, and peripherals (printers, scanners, payment terminals) is an asset.Why Join UsOpportunity to work with a growing, innovative POS technology company.Collaborative team culture that values learning and professional development.Competitive salary, benefits package, and room for growth.