Bilingual Help Desk Analyst

Location: New Brunswick Job Description

Location : This position is a remote role which will be based out of New Brunswick.

What is the role?

The Bilingual Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of variety of software and hardware technologies via phone to end users. The incumbent will take the lead role in Help Desk projects in relation to system updates and the communication of process changes. They will also assist with training of new team members on policies and procedures.

What will you do?

Receive calls from end-users (all store, warehouse and head office users), assisting and trouble-shooting as necessary for POS and head office business systems support to ensure normal ongoing operations of systems across the company.

Maintain and track Requests/Tickets using the call tracking software

Testing new releases of POS software (Microsoft Dynamics Navision – LS Retail)

Test store flyers to ensure that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systems

Communicate flyer testing results to the merchandising team and communicate problems to programming staff as necessary (ensures that bugs are brought to their attention)

Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptops

Follow-up on calls to ensure proper closure

What will you need to succeed?

Education and Experience

High School Diploma

Preferred: College diploma in technology or business-related field

Minimum 1-2 years’ experience in help desk support

Demonstrated experience troubleshooting hardware and software

Retail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

Strong customer service and problem-solving skills

Excellent verbal and concise written communication skills

Proficient in speaking, reading, and writing French.

Computer literate and general aptitude for learning new proprietary and commercial software programs

Ability to prioritize

Analytical approach

Experience with MS Office (Word and Excel) is essential

Ready to join the team?

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here™.

Why work for us?

About

At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

Comprehensive health and dental benefits

Employee Share Purchase Plan with company matching

Learning and Development support tailored to you

An inclusive, collaborative culture where your voice matters

Fun company events that keep us connected

Preferred rates for car rentals, hotels, phone plans and gym discounts

Generous employee discounts on our products

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants.

While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes.

Originally posted on Himalayas