Bilingual Retail Helpline Analyst
$52,400–$68,800 year
Hybrid · St. Jacobs, Ontario, Canada
Job Summary
Provide phone and email support to Home Hardware stores, ensuring timely, professional assistance; assist with initial installation of software/hardware and ongoing updates; research and document store enhancement suggestions; troubleshoot and resolve issues to maximize uptime; support store hardware/OS; build relationships and de-escalate concerns; provide after-hours support as part of a hybrid schedule (onsite three days per week at St. Jacobs). Requires a IT-related diploma, 2+ years of customer service/technical support, Windows knowledge, strong communication, and bilingual English/French proficiency.
Required Qualifications
- Diploma in Information Technology or related field
- Minimum of two years’ experience in customer service, technical support, help desk, or related role
- Strong customer service skills with ability to build rapport and de-escalate concerns
- Basic knowledge of Windows OS, software installation, computer hardware, and troubleshooting
- Strong verbal and written communication skills; ability to explain technical information to varying levels of technical expertise
- Demonstrated ability to learn new systems and technologies quickly
- Ability to work independently, prioritize competing demands, and thrive in a fast-paced environment
- Fluency in English and French is required
- Onsite three days a week at the corporate office in St. Jacobs (hybrid)
- Knowledge of retail operations, Home Hardware systems, networking concepts, or SUSE Linux is an asset
- Accounting or POS system experience is an asset
Desired Qualifications
- Diploma in Information Technology
- Fluency in English and French
- Experience in customer service, technical support, help desk, or related role (minimum 2 years)
- Strong communication and de-escalation skills
- Knowledge of Windows operating systems, software installation, hardware, and troubleshooting
- Ability to learn new systems quickly
- Ability to work independently in a fast-paced, customer-focused environment
- Onsite availability three days a week at the corporate office in St. Jacobs (hybrid)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.