Customer Support Specialist (Askuity division)
Top Benefits
About the role
Pay Range: $60,000 - $90,000
At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.
#Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.
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
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.
Le spécialiste, Soutien à la clientèle, agit à titre de principale personne-ressource pour les problèmes des fournisseurs et le diagnostic de pannes. Les principaux objectifs de ce poste sont d’être la principale personne-ressource pour les problèmes des fournisseurs liés à l’intégrité des données ou à la fonctionnalité des applications; de travailler à repérer les occasions et les perspectives pour les équipes interfonctionnelles en utilisant les données relatives aux dossiers; et de cerner de façon proactive tout problème relatif à l’exactitude et à la disponibilité des données.
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 atout.
-
Connaissance du système de gestion des relations avec la clientèle et de Salesforce, un atout.
In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada usesArtificial Intelligence (AI) technology to assist with the screening and assessment of applicantsfor this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.
Not the right fit? Search for Customer Support Specialist jobs in Toronto, ON
About Home Depot Canada
The Home Depot Canada is the Canadian arm of the world’s largest home improvement retailer. The company has 182 stores in 10 Canadian provinces, employing more than 30,000 associates from coast-to-coast.
Our company is the largest home improvement retailer in Canada, the U.S. and Mexico. Our global expansion demonstrates how The Home Depot combines its vast knowledge of the home improvement industry with the needs, shopping trends and customs of each unique geography to best serve customers.
Based out of our dynamic Toronto-based Store Support Centre, we have many opportunities available for corporate professionals seeking a big challenge with great rewards. Our high-performing team consists of marketing and communication specialists, the industry’s best product merchants, and experts in financial and inventory planning. We also have exciting opportunities within our Supply Chain team including positions at our Distribution Centres.
The Home Depot’s values are the fabric of the company's unique culture and are central to our success. In fact, they are our competitive advantage in the marketplace. Associate pride and our "orange blooded" entrepreneurial spirit are distinctive hall marks of our company.
With our unprecedented growth, there's no better time to build your career at The Home Depot Canada.
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Customer Support Specialist (Askuity division)
Top Benefits
About the role
Pay Range: $60,000 - $90,000
At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.
#Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.
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
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.
Le spécialiste, Soutien à la clientèle, agit à titre de principale personne-ressource pour les problèmes des fournisseurs et le diagnostic de pannes. Les principaux objectifs de ce poste sont d’être la principale personne-ressource pour les problèmes des fournisseurs liés à l’intégrité des données ou à la fonctionnalité des applications; de travailler à repérer les occasions et les perspectives pour les équipes interfonctionnelles en utilisant les données relatives aux dossiers; et de cerner de façon proactive tout problème relatif à l’exactitude et à la disponibilité des données.
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 atout.
-
Connaissance du système de gestion des relations avec la clientèle et de Salesforce, un atout.
In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada usesArtificial Intelligence (AI) technology to assist with the screening and assessment of applicantsfor this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.
Not the right fit? Search for Customer Support Specialist jobs in Toronto, ON
About Home Depot Canada
The Home Depot Canada is the Canadian arm of the world’s largest home improvement retailer. The company has 182 stores in 10 Canadian provinces, employing more than 30,000 associates from coast-to-coast.
Our company is the largest home improvement retailer in Canada, the U.S. and Mexico. Our global expansion demonstrates how The Home Depot combines its vast knowledge of the home improvement industry with the needs, shopping trends and customs of each unique geography to best serve customers.
Based out of our dynamic Toronto-based Store Support Centre, we have many opportunities available for corporate professionals seeking a big challenge with great rewards. Our high-performing team consists of marketing and communication specialists, the industry’s best product merchants, and experts in financial and inventory planning. We also have exciting opportunities within our Supply Chain team including positions at our Distribution Centres.
The Home Depot’s values are the fabric of the company's unique culture and are central to our success. In fact, they are our competitive advantage in the marketplace. Associate pride and our "orange blooded" entrepreneurial spirit are distinctive hall marks of our company.
With our unprecedented growth, there's no better time to build your career at The Home Depot Canada.