Business Support Analyst

2 weeks ago

London, Canada EMCO Corporation Full time

Company Description

With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.

We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

**Job Description**:
As a member of the E-Solutions Team and reporting to the Manager - E-Solutions you will be responsible for providing support to EMCO teammates and customers across Canada. The Business Support Analyst plays a crucial role in ensuring teammate and customer inquiries are resolved within established service level objectives.

Teammates must be willing and able to participate in project, maintenance, and support activities outside of business hours.

**Key Responsibilities**

Reporting to the Manager - E-Solutions, this position is responsible for ensuring that business end users and customers receive the highest quality of support services in adherence with the established service level objectives. The Business Support Analyst will be responsible for:

- Creation and maintenance of accounts for internal teammates and external customers.
- Work with internal and external developers to test bug fixes and new feature rollout.
- Works with the E-Solutions team to prioritize and roadmap enhancement efforts.
- Recommend enhancements to meet new or changing customer requests.
- Perform ongoing system maintenance and updates as required.
- Track projects and system incidents through to resolution via the ticket tracking system
- Review system audit logs, documents and action events as required.

**Qualifications**:
**Education and Experience**
- Minimum (2) years experience in a customer service / support role.
- University Degree or College Diploma in a related field is preferred.
- Background in e-commerce or marketing is considered an asset.

**Other Skills**
- Exceptional customer service.
- Strong organizational skills with the ability to communicate well both verbally and in writing.
- Eager to fully understand end user’s issues, find solutions promptly.
- Building and maintaining positive relationships.
- Solution-oriented, focusing on driving end user issues to timely and satisfactory resolution.
- Organized with the ability prioritize and multitask.
- Ability to absorb and retain information quickly.
- Highly self-motivated, self-directed and keen attention to detail.
- Proven analytical, troubleshooting, and problem-solving abilities.
- Experience working in a team-oriented, collaborative environment.
- Ability to travel, primarily within Canada.

Additional Information

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