Connect User Experience Analyst & Translator
Home Hardware Stores
- Saint Jacobs, ON
- Permanent
- Full-time
- Implement and maintain user support standards including tracking and statistical analysis.
- Provide first tier Connect phone and email user support in both English and French, ensuring all users are effectively assisted in a timely manner, including acting as a liaison with the Retail Applications Helpline.
- Provide second tier user support for the Home Hardware email program.
- Be responsible for logging, tracking, and providing analytics for all user queries.
- Create and maintain user accounts in accordance with Home’s standards.
- Assist with on-going work related to user administration including account set-up, deletion, and permissions, as well as promotions, training, and support of in-store account management.
- Ensure Connect French content is up to date, accurate, and relevant.
- Assist with testing software new features, improvements, and bug fixes.
- Provide English to French translation of short content for internal projects and French adaptation (voiceover) of video and webinar assets.
- Provide translation for urgent, last-minute projects to compliment the services offered by external partners.
- Review and edit French material to ensure accuracy and consistency.
- Provide informal French interpretation when required.
- Post- secondary education in Business or Technical Training.
- Fluently bilingual in French and English. Mastery level of French both written and oral.
- Experience working with customer support required.
- Excellent computer skills and knowledge including Microsoft Office, translation software, and email applications.
- Excellent communication, interpersonal and customer service skills, with a passion for and understanding of User Support.
- Excellent time management and organization skills, with strong attention to detail.
- Ability to be flexible and adaptable in a fast-paced work environment, while operating independently and as part of a team.
- Experience delivering end user training an asset.
- Knowledge and experience supporting various software including Windows 10 OS and O365, Active Directory, web browsers, and mobile devices an asset.
- Knowledge of Home Hardware’s Systems & Services an asset.
- Willingness to work extended hours as required.
- Competitive Salary.
- Annual Incentive/Bonus Program.
- Comprehensive Benefits Program including:
- Health, Dental, Vision, Paramedical, Disability Coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
- Defined Contribution Pension Plan with Company Match, and choice of contribution level.
- Group RRSP.
- Discount from our corporate retail stores.
- WorkPerks© by Venngo discounts.
- Home & Auto Insurance discounts.
- Competitive vacation allotment.
- Personal and sick time.