Roadtech Technician

Accountabilities

• • Proactively schedule and manage client appointments for onsite technical support, training, troubleshooting, and service.
  • Provide professional, responsive, and solutions-oriented assistance during every client interaction, addressing account maintenance requests and technical issues efficiently.
  • Troubleshoot hardware and software problems onsite and provide timely technical support to ensure continuity of client operations.
  • Deliver client training and education, including sharing video-based tutorials and other resources when appropriate.
  • Handle escalated customer service issues and collaborate with customers, service providers, and internal teams to achieve timely resolution.
  • Build strong customer relationships through active listening, meaningful conversations, and a thorough understanding of client needs.
  • Identify opportunities to recommend relevant services or solutions that address customer requirements and support retention.
  • Coordinate with colleagues and partners to connect clients with the appropriate resources and expertise.
  • Participate in coaching sessions, team meetings, and knowledge-sharing activities to continuously improve technical and customer service capabilities.
  • Manage assigned projects, organize schedules, and plan activities effectively while working across multiple client requests.
  • Maintain accurate records of client interactions, appointments, technical issues, and resolutions.
  • Contribute to overall customer satisfaction by collaborating closely with the broader team and ensuring a consistent service experience.

  Requirements

  • 1–3 years of experience in technical support, field service, technician, or a related role.
  • Proven customer service experience, with a genuine interest in helping customers and delivering high-quality service.
  • Strong technical knowledge and demonstrated ability to troubleshoot hardware and software issues.
  • Experience in the payment processing industry is an asset.
  • Strong interpersonal and relationship-management skills, with the ability to listen actively and apply a solution-oriented approach.
  • Excellent verbal and written communication skills, combined with the ability to explain technical information clearly and effectively.
  • Strong educator and communicator who can provide clear client training and guidance.
  • Above-average computer skills and strong digital awareness.
  • Ability to multitask, prioritize competing requests, and remain organized in a client-facing environment.
  • Strong project management, scheduling, and planning skills.
  • Ability to work independently while also collaborating effectively with a team.
  • Positive, enthusiastic, and adaptable attitude with a strong service orientation.
  • Willingness and flexibility to work a variety of 8-hour shifts.
  • Comfortable working on the road and traveling to client locations for onsite service.
  • Bilingual proficiency in French and English is required.

  Benefits

  • Full-time employment with an on-the-road, client-facing work environment.
  • Extended health care coverage.
  • Life insurance.
  • Commuter benefits.
  • Mileage reimbursement.
  • On-site parking.
  • Work-from-home flexibility where applicable.
  • Access to formal and informal training, including on-the-job learning, online courses, virtual classrooms, and classroom-based training.
  • Ongoing coaching, management support, and opportunities to broaden your technical and professional skill set.
  • Opportunities for career growth and increased responsibilities.
  • Opportunities to participate in community initiatives and volunteering.
  • Collaborative team environment focused on customer satisfaction and professional development.
  • Support, tools, and resources designed to help employees build experience and achieve their career goals.