Bilingual User Experience Analyst
March 31 2025
Industries
Retail
Categories Analyst, UX, UI, Visual design
Remote
Anywhere - Ontario • Full time
Welcome Home!
We're more than Canada's largest independent hardware and building supplies retailer—we're part of communities across the nation.
Connect. Support. Elevate the Employee Experience!
As a Bilingual User Experience Analyst, you will provide first tier user support for Home's intranet (Connect) and email programs, along with back-up support for our learning management system (Expert Zone). You will provide a single point of contact for facilitating the resolution of related incidents or requests with our Dealers and their store teams. Lead by the Connect Manager, this opportunity suits a detail-oriented professional with strong communication skills in both English and French, and a solid technical foundation in Microsoft applications.
Ready to make an impact in a new role? Here's how:
- Implement and maintain User Support standards including tracking and statistical analysis.
- 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.
- Second tier user support for the HH Email program.
- Responsible for logging and tracking and providing analytics for all User queries.
- Create and maintain User accounts in accordance with Home's standards.
- Assist with the on-going work related to User administration, including account set-up, deletion, permissions, including the promotion, 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 back-up to the other members of the Connect Team, as required.
We're looking for:
- Diploma or Courses in Business, Technical Training, Computer Science or IT.
- One to two years' experience in a customer support or user experience role.
- Fluently bilingual in French and English.
- Excellent computer skills and knowledge including Microsoft Office and email applications.
- Knowledge and experience supporting current software including Windows 10 OS and O365, Active Directory, web browsers and mobile devices.
- Excellent communication, interpersonal and customer service skills with a passion for and understanding of User Support.
- Experience delivering end user training an asset.
- Ability to be flexible and adaptable in a fast-paced work environment, while operating independently and as part of a team.
- Knowledge of Home Hardware's Systems & Services an asset.
- Ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.
How we'll make you feel at Home
Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:
- Competitive earnings opportunity.
- 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.
- Discounts from our corporate retail stores.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.
Bring your unique skills, thrive with interesting and challenging work, and experience what it's like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.
Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.
Canadians call us Home Hardware. We call it Home.
#HP
#HP
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