Analyst Wholesale Technical Support (6 month contract)

Jace Holdings Ltd.; Calgary, Halifax, Mississauga, Stellarton; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Wholesale Technical Support Analyst to provide exceptional customer service and technical support across Canada. In this dynamic role, you will engage with customers and sales representatives, ensuring timely resolution of incidents and requests while developing innovative MS Access tools and Excel macros to streamline processes. Your contributions will directly impact the efficiency and accuracy of operations in a fast-paced environment. Join a team that values collaboration and innovation, and take the next step in your career with a company committed to excellence and community impact.

Qualifications

• Minimum 2 years of experience in technical support or related field.
• Strong knowledge of MS Access and Excel for data management.

Responsibilities

• Provide remote IT application support for Wholesale customers.
• Develop MS Access tools and Excel macros to enhance efficiency.

Skills

MS Access programming

Excel macro development

Customer service

Data management

Troubleshooting techniques

Bilingual communication

Education

Undergraduate Degree in Computer Science

Tools

MS Access

Excel

SAP

Salesforce

Job description

Analyst Wholesale Technical Support (6 month contract)

Requisition ID: 187827
Career Group: Corporate Office Careers
Job Category: Wholesale Operations
Travel Requirements: 0 - 10%
Job Type: Full-Time

Country: Canada (CA)
Province: Alberta; Nova Scotia; Ontario
City: Stellarton, Halifax, Mississauga, Calgary

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.

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

Here’s where you’ll be focusing:

In this fast-paced role you will:

• Provide remote IT application 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.)
• Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA
• Develop new MS Access tools tailored to business requirements, ensuring efficiency and accuracy in data management.
• Design and develop new Excel macros to automate processes, enhance efficiency, and improve data accuracy.
• Provide excellent customer service through technical support in a timely, efficient manner
• Communicate with Sobeys staff and customers and ensure that all are kept aware of the status of their Incident and/or Request
• Execute the communication protocol during major, critical and high priority incidents
• Ensure that all incidents and requests meet quality standards
• Document all knowledge opportunities for the department and ensure accuracy of the knowledge base
• Maintain highly satisfactory relationships with support teams and vendors, ensuring deliverables are complete
• Remain current on technology changes and all changes to the Wholesale business model
• Participate in analyzing, determining, and implementing changes that improve departmental efficiency.

What you have to offer:

• An Undergraduate Degree in Computer Science or related field and a minimum of 2 years of relevant experience.
• Strong knowledge and hands-on experience in MS Access programming, including database design, queries, forms, and VBA scripting.
• Experience in handling large-scale data to generate accurate and insightful reports based on business requirements.
• Proven experience in Excel macro development, including VBA scripting for process automation and data manipulation.
• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Schedule flexibility is required to support urgent issues outside of regular business hours on a rotating basis.
• SAP and Salesforce knowledge is an asset.
• Retail IT investigation experience is valuable.
• Bilingual is considered an asset.

At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.