Software Product Specialist - Bilingual

AM / PM Service - Point of Sale & Service; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

Une entreprise de solutions de point de vente recherche un Spécialiste Produit pour offrir un soutien technique et des services aux ventes. Ce poste exige une maîtrise bilingue et de solides compétences en résolution de problèmes. Les candidats doivent avoir une formation en informatique et au moins 2 ans d'expérience en support technique. Cette position offre des possibilités de croissance professionnelle dans un environnement dynamique.

Benefits

Opportunités de croissance professionnelle

Environnement dynamique et technologique

Qualifications

• Fluent in English and French, written and spoken.
• Experience supporting software products, preferably POS.
• Strong communication and customer service skills.

Responsibilities

• Provide Level 1 & 2 technical support for POS software.
• Support the sales team with demos and Q&A.
• Deliver training sessions to customers and internal teams.

Skills

Bilingue (anglais / français)

Aptitude technique

Compétences en communication

Résolution de problèmes

Education

Diplôme en informatique, technologie de l'information, ou domaine connexe

Tools

Zendesk

Freshdesk

Jira Service Desk

Job description

Job Description

Overview / Description

Nous recherchons un Spécialiste Produit hautement qualifié pour rejoindre notre entreprise de logiciels de point de vente (POS). Ce poste combine expertise technique, soutien aux ventes et assistance helpdesk afin d’offrir une expérience client exceptionnelle. Le Spécialiste Produit joue un rôle clé en tant qu’intermédiaire entre les clients, l’équipe de vente et l’équipe technique, garantissant une mise en service fluide, une résolution efficace des problèmes et une satisfaction client continue.

Il s’agit d’un poste orienté client, bilingue (anglais / français), nécessitant de solides compétences en résolution de problèmes, une excellente maîtrise technique et la capacité de communiquer des informations complexes de manière claire et professionnelle.

English Version : Position Overview

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.

Responsibilities

Technical & Product Support

• Provide 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 necessary.

Sales Support

• Support 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 Management

• Serve 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 & Documentation

• Deliver 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 & Skills

• Bilingual: 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 & Experience

• Diploma 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, and peripherals (printers, scanners, payment terminals) is an asset.

Company Description

AM / PM Service, established in 1987, is a premier POS solutions provider operating across Canada and the United States. The company offers end-to-end services—including hardware, software, installation, and support—customized to meet each client’s needs. Through strategic partnerships with leading brands and a commitment to innovation, AM / PM Service delivers reliable, cutting-edge solutions to a diverse range of industries. With over three decades of experience, it remains a trusted partner for businesses seeking scalable and effective POS systems. AM / PM Service is also recognized as a great place to work—valuing its people, investing in professional growth, and offering meaningful career opportunities in a dynamic, technology-driven environment.