Customer Support Specialist (Askuity division)
Home Depot Voir toutes les offres
- Toronto, ON
- 60.000-90.000 $ par an
- Permanent
- Temps-plein
Toronto, ON M5V 1K4Req171783Full TimeExisting VacancyCorporate$60,000 - $90,000HybridJob DescriptionPay Range: $60,000 - $90,000At 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 suppliersLiaise with the product managers of each analytics tool to further investigate supplier issuesDrive team initiatives by collaborating with the Supplier Engagement and Community Enablement team through support related projectsAction 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 experienceCompetencies:Excellent communicationCritical thinkingAttention to DetailCollaborationSkills:Intermediate skill level with ExcelIntermediate Project Management skillsWorking knowledge of Zendesk or another ticketing systemDirect Manager/Direct Reports:Reports to Manager, Customer SupportTravel Requirements:LimitedWorking Conditions:Working in an office setting: computer work, camera on virtual meetings, taking support callsMinimum Education:Post-secondary education (college or university)Minimum Years of Work Experience:2+ years of customer service experienceMinimum Leadership Experience:N/ACertifications:N/AOther Requirements/Assets:Retail experience preferredTechnical knowledge of SQL preferredSome CRM/Salesforce knowledge would be an assetDescription du posteBasée 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 responsabilitésCollaborer 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.CompétencesExcellentes aptitudes pour la communication.Pensée critique.Souci du détail.Collaboration.AptitudesNiveau 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 subordonnésSupérieur immédiat : directeur, Soutien à la clientèle.Exigences relatives aux déplacementsDéplacements limités.Exigences physiquesTrois jours au bureau (mardi, mercredi et jeudi).Travail hybrideDéplacement au bureau de Toronto, à l'intersection des rues King et Spadina, les mardis, mercredis et jeudis.Conditions de travailTravail de bureau : ordinateurs, caméra pour les réunions et appels de soutien.ÉtudesDiplôme d'études postsecondaires (collégial ou universitaire).Expérience professionnelleAu moins deux ans d'expérience en service à la clientèle.Expérience en directions. o.Accréditationss. o.Autres exigencesExpérience 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 uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for 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.Our Core Values Press ENTER to read the content or TAB to skip.Entrepreneurial SpiritOur associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.Taking Care of Our PeopleThe key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.Respect For All PeopleIn order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.Doing The Right ThingWe exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.Building Strong RelationshipsStrong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.Giving BackAn important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.Excellent Customer ServiceAlong with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.Creating Shareholder ValueThe investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.×Our Core Values Press ENTER to read the content or TAB to skip.Entrepreneurial SpiritOur associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.Taking Care of Our PeopleThe key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.Respect For All PeopleIn order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.Doing The Right ThingWe exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.Building Strong RelationshipsStrong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.Giving BackAn important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.Excellent Customer ServiceAlong with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.Creating Shareholder ValueThe investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.Awards & Recognition Press ENTER to read the content or TAB to skip.JOIN OUR TALENT COMMUNITYSign up on Workday to be considered for future opportunities at The Home Depot Canada.We strive to maintain a culture that welcomes everyone, and we believe it helps us achieve our business goals by driving excellent customer service and innovation, empowering our associates to thrive and excel, and enriching the communities in which we operate. This includes creating an environment where our associates feel welcomed, valued and respected and providing equal opportunity for all of our associates.