• Provide exceptional phone and email support to Home Hardware stores, ensuring stores receive timely, professional, and effective assistance.
• Assist our stores with the initial installation of software and hardware products and provide support for ongoing updates to our products.
• Research and document store suggestions for enhancements in software products.
• Troubleshoot and resolve issues related to Home Hardware's technology solutions, helping stores maximize uptime and business operations.
• Assist Home stores in maintaining computer hardware and operating systems supporting our products.
• Build positive relationships with store teams by delivering outstanding service and effectively managing and de-escalating support concerns when required.
• Provide after-hours support for Home stores, where you will be required to work irregular hours to install applications and to provide off-hours support.

• Diploma in Information Technology, Computer Science, or a related field.
• A minimum of two years’ experience in customer service, technical support, help desk, or related role (co-op, internship, academic project, or equivalent experience will be considered).
• Strong customer service skills with the ability to build rapport, de-escalate concerns, and provide solutions in a professional and friendly manner.
• Basic knowledge of Windows operating systems, software installation, computer hardware, and troubleshooting concepts.
• Strong verbal and written communication skills, with the ability to explain technical information to users with 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, customer-focused environment.
• Fluency in both English and French is required.
• Knowledge of retail operations, Home Hardware systems, networking concepts, or SUSE Linux operating systems is considered an asset.
• Accounting or point-of-sale system experience is considered an asset.
• The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.

• The expected starting salary range for this role is $52,400 - $68,800; the final offer will reflect relevant skills and experience.
• Eligible for the annual bonus program.
• Comprehensive Benefits Program including:
• • Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
• Defined Contribution Pension Plan with Company Match, and choice of contribution level.
• Group RRSP.
• Discount at our Corporate Retail Store in St. Jacobs.
• Home & Auto Insurance discounts.
• Competitive vacation time.
• Personal and sick time.
• Employee Discount Program through Venngo WorkPerks.

This job posting is for an existing vacancy within our organization.