Bilingual Locker Technical Support & Onboarding Specialist

About the role

We are seeking a bilingual English‑French specialist to be the first point of contact for private locker clients. The role combines technical troubleshooting of locker hardware and software with guiding new customers through a smooth onboarding experience.

Key responsibilities

• Serve as the primary contact for private locker clients from installation through first live use.
• Guide new clients through setup, including configuring lockers, explaining the app/portal, and answering questions.
• Troubleshoot hardware and software issues such as locker faults, connectivity problems, and access errors, resolving or escalating as needed.
• Maintain detailed records of client issues, resolutions, and onboarding progress in support/CRM tools.
• Identify recurring problems and provide feedback to Product and Operations teams.
• Build strong, lasting relationships with clients to shape their long‑term perception of the service.

Required profile

• Bilingual in English and French.
• Willingness to work flexible hours across multiple time zones, including US business hours.
• Excellent communication and people skills, able to explain technical steps to non‑technical users.
• Methodical problem‑solving approach.
• Experience in technical support, troubleshooting or IT help‑desk (preferred).
• Organised, able to manage multiple onboarding clients and support tickets simultaneously.
• Self‑starter comfortable working remotely.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Use of CRM/support tools