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Job Description
The Wholesale Technical Support Analyst delivers exceptional customer service by providing technical support to Wholesale customers across the country. This role collaborates closely with various IT departments to resolve incidents, fulfill service requests, share knowledge, and maintain established customer service levels.
Sobeys is full of exciting opportunities, and we are always looking for bright new talent to join our team! We currently have a full-time opportunity for a Analyst Wholesale Customer Support. This role is based out of our offices located in Calgary; AB, Mississauga; ON, Stellarton, NS
In this fast-paced environment, the Wholesale Technical Support Analyst will:
- Provide remote support for customers, sales representatives, and office staff through standard communication channels such as phone and email.
- Resolve incidents and fulfill requests within established Service Level Agreements (SLAs).
- Deliver timely, efficient, and professional technical support while maintaining a high level of customer satisfaction.
- Communicate effectively with Sobeys staff and customers, ensuring all parties are informed of the status and progress of incidents and requests.
- Ensure all incidents and requests meet departmental quality standards.
- Identify and document knowledge-sharing opportunities while maintaining the accuracy and integrity of the knowledge base.
- Build and maintain strong working relationships with internal support teams and external vendors to ensure deliverables are completed successfully.
- Stay current with evolving technologies and changes to the Wholesale business model.
#LI-Hybrid
Job Requirements
- Undergraduate degree in Computer Science or a related field, with a minimum of 2 years of relevant work experience.
- Strong proficiency in Microsoft Excel.
- Knowledge of and experience with Microsoft Access programming is considered an asset.
- Solid understanding of troubleshooting principles, methodologies, and issue resolution techniques.
- Ability to work in a fast-paced support environment with strong analytical and problem-solving skills.
- Flexibility to support urgent issues outside of regular business hours on a rotating on-call basis.
- Experience with SAP and Salesforce is considered an asset.
- Retail IT support and investigation experience is considered valuable.
- Bilingualism (English and French) is considered an asset.
Who we are
Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.
Learn more about our story and culture:
Who We Are | Why Work With Us
Total Rewards
We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.
Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity including the expected range of compensation in accordance with Pay Transparency Legislation where required please click the “I’m interested” or "Apply" button above. Individual compensation is determined based on qualifications, experience, and internal equity within the range provided.
Additional Information
External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.
We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.
Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.
Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.
