Application Support Specialist

StoreForce is deeply passionate about Specialty Retail - it’s in our roots. Every day we strive to help Specialty Retailers set a new standard for operational excellence and accelerate their results. We focus on building intuitive and powerful, made-for-retail software and support them with experienced, knowledgeable retail professionals who have walked in their shoes.

Our goal is to help Specialty Retailers around the world consistently deliver amazing customer experiences. With your help, Specialty Retailers will continue to look to StoreForce as the single most powerful tool they can have to run their Store Operations and maximum results.

**OVERVIEW**

Reporting to the Client Services Director, the Support Specialist is responsible for providing 2nd level helpdesk support to our client base and maintaining accurate tracking in the Helpdesk System (Zendesk).

**WHAT YOU'LL DO**

**1. **Issues Resolution**
- Troubleshoot client Helpdesk tickets and escalate as required;
- Prioritize tickets to meet Service Level Agreements;
- Log tickets in Zendesk and document steps taken to resolve issues to identify trends or areas requiring special attention;
- Advise clients how to resolve or avoid reported issue.

**2. **Support Activities**
- Support the creation of Zendesk reporting; Create Ad Hoc reports, update current reports and make changes when necessary;
- Support Zendesk knowledge base and articles; Contribute to writing and publishing posts.

**3. **Solution Design and Development**
- Conduct testing of new releases, resolved bugs, report bugs to QA team for Development;
- Document tests and log results; provide feedback and description to the development team.

**QUALIFICATIONS**

This role will be responsible for the Helpdesk during extended business hours.

**Competencies Required**:

- **Team Interaction** - Collaborates with others; genuinely enjoys being a part of a team and shows support and interest towards co-workers.
- **Communication** - Good oral and written communication skills. Able to deliver clear and concise information.
- **Initiative** - Identifies what needs to be done and takes action; Contributes new ideas; looks for way to add value
- **Self-motivated** - Identifies what needs to be done and takes action; contributes new ideas; looks for ways to add value.
- **Problem Solving** - Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.
- **Integrity** - Ethical and honest. Maintains principle when faced with challenge.

**EXPERIENCE/ KNOWLEDGE**
- Previous experience in 2nd level helpdesk support
- Experience with Zendesk is an asset
- SQL experience
- Retail background an asset

**WHY WORK WITH US AT STOREFORCE**

StoreForce is growing quickly - it’s the kind of place you can make a real impact. We thrive on change, collaboration, and trust; And are fueled by a mutual passion for Specialty Retail. At StoreForce you’ll have the chance not only to work with some amazing people, but also with some of the world’s best retail brands.

We invest in our people, celebrate diversity, and foster a space for you to learn and grow, every day. Some of our employee’s favourite workplace perks include:

- Flexible schedule and work from home policy
- Casual work environment in modern and bright office spaces;
- Employer-paid health benefits including a Health Spending Account;
- RRSP Matching with First Time Home Buyer support*
- Company paid training and professional development;
- Extended Long Weekends and Religious Observance Days
- Employee Referral Program
- Dedicated Employee Assistance Program (EAP)
- *Speak with the HR Specialist for full program details._

**Job Types**: Full-time, Permanent

**Salary**: From $40,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

**Experience**:

- 2nd level helpdesk support: 2 years (preferred)
- Zendesk: 2 years (preferred)
- SQL: 2 years (preferred)
- specialty retail: 2 years (preferred)