Analyst Wholesale Customer Support

Job Description

The Wholesale Technical Support Analyst delivers exceptional customer service by providing technical support to Wholesale customers across the country. This role collaborates closely with various IT departments to resolve incidents, fulfill service requests, share knowledge, and maintain established customer service levels.

• Provide remote support for customers, sales representatives, and office staff through standard communication channels such as phone and email.
• Resolve incidents and fulfill requests within established Service Level Agreements (SLAs).
• Deliver timely, efficient, and professional technical support while maintaining a high level of customer satisfaction.
• Communicate effectively with Sobeys staff and customers, ensuring all parties are informed of the status and progress of incidents and requests.
• Ensure all incidents and requests meet departmental quality standards.
• Identify and document knowledge‑sharing opportunities while maintaining the accuracy and integrity of the knowledge base.
• Build and maintain strong working relationships with internal support teams and external vendors to ensure deliverables are completed successfully.
• Stay current with evolving technologies and changes to the Wholesale business model.

• Undergraduate degree in Computer Science or a related field, with a minimum of 2 years of relevant work experience.
• Strong proficiency in Microsoft Excel.
• Knowledge of and experience with Microsoft Access programming is considered an asset.
• Solid understanding of troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to work in a fast‑paced support environment with strong analytical and problem‑solving skills.
• Flexibility to support urgent issues outside of regular business hours on a rotating on‑call basis.
• Experience with SAP and Salesforce is considered an asset.
• Retail IT support and investigation experience is considered valuable.
• Bilingualism (English and French) is considered an asset.

We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in‑store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top‑up, and paid vacation.

Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth.