Issue Resolution Analyst - Retail Support (Bilingual)

Irving Oil; Saint John; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the energy sector is seeking a Bilingual Issue Resolution Analyst to enhance customer experience at retail sites. This role involves troubleshooting IT services, providing support, and ensuring effective communication with customers. The ideal candidate will have strong analytical skills, bilingual communication, and a commitment to customer service excellence.

Benefits

Competitive Compensation

Flexible Benefits Plan

Paid Vacation

Wellness Support

Paid Volunteer Day

Qualifications

• 3 - 5+ years of customer service experience preferred.
• Written and spoken fluency in both French and English required.

Responsibilities

• Provide support to retail sites for information requests and issue resolution.
• Communicate directly with customers to ensure support services are provided.
• Perform root cause investigations and recommend solutions.

Skills

Communication

Analytical Skills

Troubleshooting

Education

High School diploma

Tools

Salesforce

JD Edwards

Microsoft Excel

Microsoft Office

Job description

As a Bilingual Issue Resolution Analyst, you will provide support to our retail sites and the customers who visit them. Your goal will be to provide effective support and troubleshooting services to our retail sites and their customers to ensure a positive customer experience for those visiting our retail sites. Your success will depend on your ability to consistently connect with our retail sites, and their customers. Once connected, you will provide them with the service or support they require, while ensuring an excellent customer experience.

What We Offer

• Work Environment – Work in our beautiful Home Office building with access to a fitness facility, onsite nurse and cafe
• Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan – in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs.
• Paid Vacation – Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program
  
  

Your Responsibilities

• Using telephone and email, communicate directly with our retail sites and their customers to ensure that they are provided with the support services they require
• Provide support to our retail sites for information requests, project status inquiries, service inquiries and issue resolution services
• Communicate with our retail sites and their customers to provide troubleshooting services for a variety of common retail related IT services - point of sale systems, internet firewall services, gas dispenser systems and transaction terminal systems
• Perform root cause investigations to assess issues and/or roadblocks that occur and recommend solutions to ensure that issues reported by our retail customers have effective resolutions
• Work in conjunction with other departments to resolve issues and ensure that the issue and the resolution is recorded and communicated to appropriate stakeholders
• Facilitate regular reporting for the department
• Take ownership for the customer experience and be a champion for the interest of our retail customers within the Company
• Perform other job-related duties as required to maintain and enhance customer relations and departmental productivity
  
  

Your Skills

• Excellent oral and written communication in both French and English
• Strong computer literacy - Must be advanced with Microsoft Excel and intermediate with other Microsoft Office programs
• Strong analytical skills with an ability to manage, analyze and interpret data
• Ability to use process to consistently provide troubleshooting, issue resolution and support services to our retail sites and their customers
  
  

Your Experience

• High School diploma required
• Written and spoken fluency in both French and English is required
• Experience working with Salesforce & JD Edwards software is preferred
• 3 - 5+ years of customer service experience is preferred
  
  

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements - Work Experience

Job Requirements - Education