Bilingual (French) Technical Support Agent

Date Posted April 30, 2018
  • Department Training and Development
  • Location Toronto, ON
  • Job ID 20852

YM Inc. was founded on the strength of a single retail store in the heart of downtown Toronto in 1975, under the name Stitches. Today we are one of North America’s leading apparel retailers operating over 600 stores across Canada and the United States under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, West 49, Urban Kids, Suzy Shier, Bluenotes and Mandee.

Duties and Responsibilities

  • Ensure POS/Administration Support Desk calls are handled and processed in a timely and efficient manner
  • Contribute to and maintain procedures for consistency and increased productivity in terms of Support Desk requirements
  • Communicate with stores experiencing difficulties to determine, document and resolve the problems experienced
  • Consult user guides, technical manuals and other documents to research and implement solutions
  • Reproduce technical problems encountered by users in an effort to resolve issues
  • Provide advice and training to users in response to identified difficulties
  • Provide business systems and internet support to users in response to identified difficulties
  • Contribute to first call resolution
  • Place service calls for register equipment that is not functional
  • Stay current on all policies and procedural changes to ensure accurate information is provided to stores
  • Answer, in person or on the phone, inquiries from stores and investigate complaints regarding the Company’s goods, services and policies
  • Polling for all banners, when necessary
  • Download all the updates into the registers
  • Work with third parties to investigate solutions to hardware issues that occur
  • Assist in effective maintenance of Support Desk standards
  • Ensure Support Desk area is neat, clean and organized at all times
  • Communicate concerns to the POS Systems Support Manager
  • Assist stores, ensuring a smooth communication line with Head Office


  • High School diploma or equivalent
  • Ability to work a flexible schedule to meet the needs of the business, which will require evening, weekend and holiday shifts
  • Previous Call Centre experience
  • Fluent in both written and spoken French and English
  • Spanish an asset
  • Knowledge of the retail industry an asset
  • Familiarity with PC hardware and software
  • Proficient in Microsoft Office
  • Customer service oriented
  • Strong verbal and written communication skills
  • Strong analytical abilities and problem solving skills
  • Excellent interpersonal and communication skills
  • Organized and able to prioritize
  • Ability to multitask
  • Strong troubleshooting skills with the ability to pay attention to detail and follow up
  • Ability to make decisions
  • Ability to learn quickly and work independently with or without direct supervision
  • Work well in a team-oriented environment

YM Inc. is an equal opportunity employer and encourages applications from qualified individuals. We thank all applicants for their interest: However, only those selected for an interview will be contacted. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

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