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Customer Support Specialist

2 weeks ago

Toronto, Canada The Home Depot Canada Full time

**With a career at The Home Depot, you can be yourself and also be part of something bigger.**

**Position Overview**

Askuity is a Toronto-based retail analytics software company operating as a division within The Home Depot (THD). Through our supplier analytics program, Askuity’s mission is to enable suppliers and merchants at The Home Depot to make profitable, data-driven decisions and drive real-time execution.

The Customer Support Specialist acts as the first point of contact when it comes to supplier issues and troubleshooting. The main goals of this position include being the first point of contact for supplier issues related to data integrity or app functionality, working to uncover and opportunities and insights for cross functional teams using ticket data, and proactively identifying any issues with data accuracy and/or availability.

**Key Responsibilities**

Collaborate with cross-functional teams such as Community Enablement, Supplier Engagement, (THD) Development and Product to reach a resolution for suppliers

  • Liaise with the product managers of each analytics tool to further investigate supplier issues

Drive team initiatives by collaborating with the Supplier Engagement and Community Enablement team through support related projects

  • Action and resolve Zendesk tickets across all tools in the Supplier Analytics Program (Askuity, VendorDrill, DataConnection)
  • Deliver optimal supplier support, all while managing and participating in projects relating to the supplier experience

**Competencies**

  • Excellent communication
  • Critical thinking
  • Attention to Detail
  • Collaboration

**Skills**

  • Intermediate skill level with Excel
  • Intermediate Project Management skills
  • Working knowledge of Zendesk or another ticketing system

**Direct Manager/Direct Reports**

  • Reports to Manager, Customer Support

**Travel Requirements**

  • Limited

**Physical Requirements**

  • In-Office 3 times per week (Tues/Wed/Thurs)

**Hybrid Work**

  • On-site Tuesday, Wednesday, and Thursday at our downtown Toronto location (King/Spadina)

**Working Conditions**

Working in an office setting: computer work, camera on virtual meetings, taking support calls

**Minimum Education**

  • Post-secondary education (college or university)

**Minimum Years of Work Experience**

  • 2+ years of customer service experience

**Minimum Leadership Experience**

  • N/A

**Certifications**

  • N/A

**Other Requirements/Assets**

  • Retail experience preferred
  • Technical knowledge of SQL preferred
  • Some CRM/Salesforce knowledge would be an asset**Description du poste**

Basée à Toronto, Askuity est une entreprise offrant une plateforme logicielle d’analyse en commerce de détail qui exerce ses activités en tant que division de Home Depot. Par l’entremise de notre programme d’analyse des fournisseurs, sa mission est de permettre aux fournisseurs et aux négociants de Home Depot de prendre des décisions rentables fondées sur des données et d’assurer l’exécution en temps réel.

**Principales responsabilités**

Collaborer avec des équipes interfonctionnelles comme celles de la Mobilisation de la communauté, de l’Engagement des fournisseurs, du Perfectionnement de Home Depot et de la Gestion des produits pour trouver des solutions pour les fournisseurs.

  • Travailler en collaboration avec les directeurs, Produits, de chaque outil d’analyse pour examiner de plus près les problèmes des fournisseurs.

Stimuler les initiatives d’équipe en collaborant avec les équipes de l’Engagement des fournisseurs et de la Mobilisation de la communauté pour soutenir des projets connexes.

  • Traiter et résoudre les dossiers Zendesk dans tous les outils du programme d’analyse des fournisseurs (Askuity, VendorDrill, DataConnection).
  • Offrir un soutien optimal aux fournisseurs tout en gérant des projets liés à l’expérience des fournisseurs.

**Compétences**

  • Excellentes aptitudes pour la communication.
  • Pensée critique.
  • Souci du détail.
  • Collaboration.

**Aptitudes**

  • Niveau de compétence intermédiaire du logiciel Excel.
  • Niveau de compétence intermédiaire en gestion de projet.
  • Connaissance pratique de Zendesk ou d’un autre système de dossiers.

**Supérieur immédiat ou subordonnés**

  • Supérieur immédiat : directeur, Soutien à la clientèle.

**Exigences relatives aux déplacements**

  • Déplacements limités.

**Exigences physiques**

  • Trois jours au bureau (mardi, mercredi et jeudi).

**Travail hybride**

  • Déplacement au bureau de Toronto, à l’intersection des rues King et Spadina, les mardis, mercredis et jeudis.

**Conditions de travail**

Travail de bureau : ordinateurs, caméra pour les réunions et appels de soutien.

**Études**

  • Diplôme d’études postsecondaires (collégial ou universitaire).

**Expérience professionnelle**

  • Au moins deux ans d’expérience en service à la clientèle.

**Expérience en direction**

  • s. o.

**Accréditations**

  • s. o.

**Autres exigences**

  • Expérience en commerce de détail, un atout.
  • Connaissance technique de SQL, un