Retail Support Analyst Jobs

Are you looking for a fast-paced and rewarding career to kickstart your journey in IT? Our people are passionate about providing all our customers with legendary products and services. We are proud to be recognized as 2022 Best Place to Work by HR Director Magazine.

We offer:

• RRSP match
• Competitive compensation and an annual bonus
• Career advancement opportunities
• Remote Work Environment
• Comprehensive benefits including fitness reimbursement allowance
• 3 weeks of vacation and 5 sick days per year

The role:

The Retail Store Support Analyst is the first point of contact to our retail store employees for any hardware and software related issues. This position plays an important part in troubleshooting and escalating issues through active listening and customer service.

Customer Support

• Quickly respond to retail store employees via phone and email
• Troubleshoot network support and connectivity by applying your technical know-how
• Provide level 1 support for all payment processing terminals, including setting up new payment process devices and coordinating replacement units

Administration

• Prioritize issues based on severity and impact and redirect to appropriate departments as necessary
• Document and manage issues on in-house ticket management application system
• Manage the user credentials to all applications including third party vendor applications for all retail employees

Apply now, if you are:

• Flexible to work during weekends/holidays. Hours start any time between 5 AM to 1 PM
• Empathic, patient and consistently driving success
• An excellent communicator (both verbal and written)
• Exceptional attention to detail and organizational skills
• Ability to work under pressure and deliver the best customer service while staying calm with difficult and not technically savvy customers
• Self-starter and an independent problem solver

Qualifications:

• Knowledge of PC and mobile device configuration and troubleshooting
• Have a minimum 1 year of direct customer support experience via phone and online
• Proven ability to provide remote support in a high volume and fast paced environment
• Demonstrated experience using Microsoft operating systems
• Experience with using retail application software (e.g., POS, inventory management, etc.)
• Experience in network administration and support is considered an asset
• Written and verbal fluency in French-Canadian is an asset