Job Description:
Location: This position is a remote role which will be based out of New Brunswick.
Salary Range: $46,400 - $60,000
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.
Skills Required
- High school diploma
- College diploma in technology or a business-related field
- 1–2 years of help desk support experience
- Demonstrated experience troubleshooting hardware and software
- Retail experience, preferably with a point-of-sale system
- Strong customer service and problem-solving skills
- Excellent verbal and concise written communication skills
- Proficiency speaking, reading, and writing French
- Computer literacy and aptitude for learning proprietary and commercial software
- Ability to prioritize tasks
- Analytical approach
- Experience with Microsoft Office, including Word and Excel
What We Do
As Canada’s largest pet retailer, we’re dedicated to strengthening the bond between Devoted Pet Lovers and their pets. From guiding new pet parents to creating a lifetime of memorable moments, love lives here™ in everything we do. With nearly 50 years of animal care expertise, Pet Valu has grown to a network of 800+ neighbourhood stores across Canada, delivering knowledgeable customer care and premium products to support every pet’s journey. Our modern corporate office and state-of-the-art distribution centers allow us to efficiently serve these communities, ensuring consistency and top-quality service at every location. Pet Valu is committed to fostering an open, equitable and inclusive workplace culture. Central to this is our aspiration to have our corporate ACE and franchisee staff reflect the diversity of the devoted pet lovers and neighbourhoods we serve. To demonstrate our commitment, we conduct a search for diverse candidates for all senior leadership positions, as well as potential director nominees for election to our Board. We’re also proud to support local pet rescues and charities through our Companions for Change™ program, which has so far raised over $31 million, sponsored 200+ Dog Guides teams, and helped find forever homes for over 47,000 pets. Headquartered in Markham, Ontario, Pet Valu trades on the Toronto Stock Exchange (TSX: PET). Find open opportunities on our careers page at petvalu.ca/careers
