Welcome Home!
We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.
Where Customer Service Meets Technology.
As a Bilingual Retail Helpline Analyst, you’ll provide outstanding customer service, training, and technical support to Home Hardware stores across Canada. You’ll assist stores in the effective use of Infrastructure and Security products, including Inventory Management/Point of Sale systems, HomeInfo, handheld devices, and electronic communications. You'll play an important role in helping Dealers and store teams resolve technical issues, navigate technology solutions, and keep their businesses running smoothly. Led by the Manager, Retail Helpline, this opportunity suits a bilingual customer-focused and technically curious professional who enjoys problem-solving, learning new technologies, and helping others succeed.
Please note: Regular working hours are Monday to Friday, 9am to 5.30pm.
Ready to make an impact in a new role? Here’s how:
- Provide exceptional phone and email support to Home Hardware stores, ensuring stores receive timely, professional, and effective assistance.
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Assist our stores with the initial installation of software and hardware products and provide support for ongoing updates to our products.
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Research and document store suggestions for enhancements in software products.
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Troubleshoot and resolve issues related to Home Hardware's technology solutions, helping stores maximize uptime and business operations.
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Assist Home stores in maintaining computer hardware and operating systems supporting our products.
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Build positive relationships with store teams by delivering outstanding service and effectively managing and de-escalating support concerns when required.
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Provide after-hours support for Home stores, where you will be required to work irregular hours to install applications and to provide off-hours support.
We’re looking for:
- Diploma in Information Technology, Computer Science, or a related field.
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A minimum of two years’ experience in customer service, technical support, help desk, or related role (co-op, internship, academic project, or equivalent experience will be considered).
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Strong customer service skills with the ability to build rapport, de-escalate concerns, and provide solutions in a professional and friendly manner.
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Basic knowledge of Windows operating systems, software installation, computer hardware, and troubleshooting concepts.
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Strong verbal and written communication skills, with the ability to explain technical information to users with varying levels of technical expertise.
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Demonstrated ability to learn new systems and technologies quickly.
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Ability to work independently, prioritize competing demands, and thrive in a fast-paced, customer-focused environment.
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Fluency in both English and French is required.
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Knowledge of retail operations, Home Hardware systems, networking concepts, or SUSE Linux operating systems is considered an asset.
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Accounting or point-of-sale system experience is considered an asset.
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The 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:
- The expected starting salary range for this role is $52,400 - $68,800; the final offer will reflect relevant skills and experience.
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Eligible for the annual bonus program.
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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 at our Corporate Retail Store in St. Jacobs.
- Home & Auto Insurance discounts.
- Competitive vacation time.
- Personal and sick time.
- Employee Discount Program through Venngo WorkPerks.
This job posting is for an existing vacancy within our organization.
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.
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