Business Support Operator
Business Support Operator
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Job Description
Reporting to the Manager Business Support this position is responsible for providing support to Farm Boy stores warehouses corporate offices and suppliers through the use of multiple customer service tools Farm Boy systems and product knowledge. The performance of the duties must ensure a quality service approach to all employees customers and suppliers. All responsibilities must be performed in a manner consistent with the Farm Boy Way.
Major Responsibilities:
- Provide first level business support to Farm Boy employees working at various locations including: stores warehouses and corporate offices.
- Deliver business support with an appropriate sense of urgency and a positive attitude.
- Act as a point of contact for suppliers and vendors for businessrelated inquiries.
- Troubleshoot and resolve issues by using multiple tools and systems provided.
- Escalate all major issues to the appropriate teams as required.
- Develop an understanding of the PointofSale system at retail stores and Home Office (for gift cards credit/debit product information etc.).
- Respond courteously to all inquiries and issues via phone and email.
- Log and manage all business and technical support tickets through a Help Desk ticketing system.
- Develop and maintain documentation/procedures for business and technical support as required.
- May be requested to undertake other related duties on a periodic basis.
Qualifications :
- Typically requires completion of a postsecondary education in support or technology plus a minimum of 2 years experience in a Customer Service or Help Desk Support position or an equivalent combination of education and experience.
- Excellent personal verbal and written communication skills.
- Ability to work in a fastpaced team environment while maintaining attention to detail and accuracy.
- Ability to troubleshoot and collect relevant information via email and phone.
- Ability to identify and prioritize incoming requests.
- Ability to understand and apply directives and procedures.
- Selfmotivated and capable of working with minimum supervision.
- Strong customer service skills with superior attention to detail.
- Forwardthinking with a positive outlook on progress and success.
- Working knowledge of major Farm Boy systems and processes at retail stores warehouse/production and/or Home Office considered an asset.
- Experience and knowledge of retail systems and processes.
- Knowledge of Store Management System (SMS) considered an asset.
- Knowledge of ticketing systems (e.x. FreshDesk) and ticket triage processes.
- Flexibility with regards to hours of work.
Work & Sensory Environment:
- May be required to sit for long periods of time at workstation.
- Providing service to several people or departments working under many simultaneous deadlines.
- Possible exposure to eye strain from computer terminals.
- Ability to work a rotational shift (evenings weekends holidays) as required.
- Must have a quiet work place surrounding.
Additional Information :
Accommodation is available upon request for applicants and employees with disabilities.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
