Issue Resolution Analyst - Retail Support (Bilingual)

Irving Oil Ltd.; Saint John; On-site; CAD 50,000 - 67,000; Full time

Job summary

A leading energy company in Canada is seeking a Bilingual Issue Resolution Analyst to provide effective support and troubleshooting services for its retail sites. The ideal candidate will excel in communication, have strong analytical skills, and possess a high school diploma. This role offers a competitive salary, benefits, and the opportunity to work in a supportive environment that values diversity and community impact.

Benefits

Work Environment with fitness facility

Competitive Compensation including annual bonus

Flexible Benefits Plan

Paid Vacation

Wellness Support

Paid volunteer day

Qualifications

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

Responsibilities

• Provide support to retail sites and their customers via telephone and email.
• Communicate troubleshooting services for retail related IT services.
• Perform root cause investigations to assess issues and recommend solutions.
• Facilitate regular reporting for the department.
• Take ownership of customer experience.

Skills

Excellent oral and written communication skills

Fluency in French and English

Strong computer literacy - advanced with Microsoft Excel

Strong analytical skills

Customer service aptitude

Education

High School diploma

Tools

Salesforce

JD Edwards software

Job description

Issue Resolution Analyst - Retail Support (Bilingual) page is loaded

Issue Resolution Analyst - Retail Support (Bilingual)

Apply locations Saint John time type Full time posted on Posted 5 Days Ago job requisition id R126171

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, including 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
• Provide support to our retail sites for information requests, project status inquiries, service inquiries and issue resolution services
• 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 skills
• Written and spoken fluency in both French and English is required
• 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
• 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’screated 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

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If you do not see a position that interests you, please fill in your contact information and upload your resume.

Who we are

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities.

Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.