Job description

For this position, you will need to be proficient in French and English, spoken and written.

Position is REMOTE : The selected candidate must reside within 250 km of our BOUCHERVILLE (Qc) office.

At RONA, our employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match.

Our expectations

Under the responsibility of the Customer Service Department Manager, the Technician Technology support acts as a point of contact (one-stop shop) for customers and various IT departments to resolve incidents and process requests from customers/users.

Your role

Answer, resolve, and/or monitor internal and external calls from users, affiliated dealers, and stores
Place and monitor service calls with internal and external suppliers
Diagnose and resolve office automation, application, and network issues
Maintain and contribute to the knowledge base (level one support procedures)
Instruct users on the optimal use of applications
Ensure and maintain high standards of customer service
Use ticketing software to record all calls while respecting IT processes (e.g., management of incidents, requests, problems, changes)

The Qualifications We Are Looking For

College degree in computer science or equivalent
At least two (2) years of experience as an IT customer service agent
Practical knowledge of Windows 7/10, Active Directory, Office 365, networking, and Citrix
Oral and written French and English skills
Excellent communication and writing skills (debriefings, emails, standards, and procedures)
Service oriented approach
Strong organizational skills, autonomy, and initiative
Ability to work under pressure
Excellent teamwork skills
Very good analytical and problem-solving skills
Ability to learn new systems independently
Ability to easily adapt to change
Schedule: 37.5 hours per week - varying shifts between 7 a.m. and 5 p.m. from Monday to Friday

By joining the RONA family, you’ll enjoy many benefits, such as:

A childcare centre that can accommodate up to 78 children
A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
Electric car charging stations
A fitness centre, sports activities, and showers
Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
Career growth opportunities within the company
An inclusive and safe working environment
Promotion of work-life balance
An employer that’s involved in the community
And much more!

If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.

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