Shopify POS Support – Retail & Pop-up Shop focus

About the Company

Roots Corporation is a globally recognized Canadian lifestyle brand established in 1973. Known for its quality leather goods, apparel, and accessories, Roots operates a successful retail footprint across North America and beyond. We are committed to fostering a culture of authenticity, integrity, and community, providing exceptional products and experiences to our customers, both in our permanent stores and through innovative pop-up shop initiatives.

Job Description

We are seeking a dedicated and technically proficient Shopify POS Support Specialist to join our team, focusing on our retail stores and dynamic pop-up shop operations in Sherbrooke, Quebec. In this crucial role, you will be the frontline support for all Shopify Point-of-Sale (POS) related inquiries and issues, ensuring smooth and efficient transactions for our customers and staff. You will provide expert technical assistance, troubleshoot hardware and software challenges, and contribute to the seamless operation of our sales channels. This position requires a proactive problem-solver with a strong understanding of retail environments and a passion for technology.

Key Responsibilities

• Provide technical support and troubleshooting for Shopify POS software and hardware (e.g., card readers, barcode scanners, receipt printers) in retail stores and at pop-up locations.
• Respond to and resolve POS-related incidents and service requests in a timely and efficient manner, prioritizing critical issues.
• Assist store staff with inventory management, product syncing, and order processing within the Shopify POS system.
• Conduct training sessions for new and existing retail employees on effective Shopify POS usage and best practices.
• Collaborate with internal IT teams and external Shopify support when complex issues arise, escalating as necessary.
• Set up, test, and dismantle POS systems for new store openings, seasonal pop-up shops, and special events.
• Document support procedures, solutions, and common issues to build a comprehensive knowledge base.
• Ensure data integrity and security within the POS system.
• Provide on-site support for critical issues or new deployments as required.

Required Skills

• Proven experience with Shopify Point-of-Sale (POS) system operation and troubleshooting.
• Strong technical aptitude and problem-solving skills for hardware and software.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Prior experience in a retail environment, understanding of sales processes, and customer service principles.
• Ability to work independently and as part of a team in a fast-paced retail setting.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Bilingualism (French and English) is a significant asset for our Quebec operations.
• Experience with other retail POS systems or e-commerce platforms.
• Familiarity with inventory management practices within a retail context.
• Relevant certifications in IT support or Shopify solutions.
• Experience supporting temporary retail setups or events.

Perks & Benefits

• Competitive salary and performance bonuses.
• Comprehensive health, dental, and vision benefits package.
• Generous employee discount on Roots products.
• Paid time off and holiday pay.
• Opportunities for professional development and career growth.
• A dynamic and supportive work environment.
• Contribution to a beloved Canadian brand.

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