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About the Role

This role focuses on delivering excellent customer service to Moneris' restaurant segment clients, providing detailed technical troubleshooting and support for their daily processing needs. You will also contribute to overall customer service objectives, including cross-selling products and services.

Responsibilities

• Provide technical support to restaurant clients via phone, inbound and outbound calls.
• Manage customer interactions from onboarding and technical support through to resolution, in partnership with internal teams.
• Develop and maintain relationships with restaurant clients, ensuring high levels of support and communication.
• Deliver customer education and training sessions, including virtual training and coaching for junior team members.
• Identify process, training, or product gaps, providing feedback on applications and software, and recommending process improvements to achieve departmental targets and reduce costs.
• Submit product issues and improvement recommendations to appropriate Agile Teams.

Requirements

• Post-secondary diploma or degree in a technical or related field, or equivalent experience.
• 3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.
• Willingness to participate in professional development activities.
• Experience evaluating customer issues for a positive end-to-end customer experience.
• Prior experience with restaurant systems (POS, order management system, software) is an asset.
• Ability to work various shifts in a 24/7 environment, including evenings, weekends, and holidays.

Skills

• Technical troubleshooting
• Customer service
• Client relationship management
• Customer education and training
• Process improvement identification
• Application and software feedback
• Bilingual in French and English (reading, writing and verbal)

Location

• Montreal, Quebec
• Quebec City
• Toronto
• Sackville

Work Type

• Hybrid

Experience Level

• 3+ years

Education Level

• Post-secondary diploma or degree in a technical field, or a related field or equivalent experience.

Salary/Compensations

• $44,000 - $60,000

Benefits

• Performance-based bonuses
• Flexible benefits starting from day one
• Choice of Health Spending Account (HSA) or Personal Spending Account (PSA)
• Profit-sharing programs with company match
• Defined contribution pension plan
• Unlimited access to Coursera
• Mentorship programs
• Internal gig marketplace
• Employee & Family Assistance Program
• 24/7 virtual healthcare
• Workplace wellness initiatives
• Company-wide recognition programs
• Exclusive banking perks from RBC & BMO
• Access to employee discounts

About the Company

• Moneris is a company focused on empowering employees for personal and professional success.
• They offer resources, opportunities, and an inclusive environment for development and career growth.

Equal Opportunity

• We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.
• We acknowledge that people from equity-deserving groups are less likely to apply unless they feel they meet all requirements. We encourage you to apply and share transferable experience.
• AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.