Sobeys Canada Careers – Analyst Wholesale Customer Support

Job Description:

The Wholesale Customer Support Analyst provides excellent customer service through technical support to our Wholesale customers across the country. The Wholesale Customer Support Analyst must also collaborate with other IT departments in support of resolving incidents, fulfilling requests, sharing knowledge and meeting customer service levels.

Job Responsibilities:

• Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA
• Execute the communication protocol during major, critical and high priority incidents
• Provide remote IT support for all incidents and requests for all Customers, Sales Reps, and offices in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)
• Communicate with Sobeys staff and customers and ensure that all are kept aware of the status of their Incident and/or Request
• Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)
• Document all knowledge opportunities for the department and ensure accuracy of the knowledge base
• Remain current on technology changes and all changes to the Wholesale business model
• Provide excellent customer service through technical support in a timely, efficient manner
• Ensure that all incidents and requests meet quality standards
• Maintain highly satisfactory relationships with support teams and vendors, ensuring deliverables are complete

Job Requirements:

• Bilingual is not a requirement but an asset
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• SAP and Salesforce knowledge not required but an asset
• An Undergraduate Degree in Computer Science or related field and a minimum of 2 years of relevant experience
• Schedule flexibility is required to support urgent issues outside of regular business hours on a rotating basis

Job Details:

Company: Sobeys

Vacancy Type:  Full Time

Job Location: Mississauga, ON, CA

Application Deadline: N/A

Apply Here

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