Job description

Katz Group Canada Ltd. is Canada's leading integrated retail pharmacy network encompassing more than 1,800 corporate, franchise and independent pharmacies. Katz Group Canada comprises more pharmacies than any other retail pharmacy network in Canada. Pharmacy banners include Pharma Plus Drugmarts, Rexall Drug Stores, Medicine Shoppe Canada, Guardian, I.D.A. For more information on Katz Group Canada pharmacies visit www.rexall.ca

STATUS: CONTRACT OPPORTUNITY

We are currently searching for POS Techincal Helpdesk Represenatives to join either our Markham or Mississauga locations.

Job Purpose
The POS Technical Helpdesk Representative is responsible for providing support on POS software, and Hardware via telephone and email. As well as providing first line support for other IT systems used by KATZ Group Canada Ltd. such as Nexxsys, Kronos and all hardware system. This includes, but not limited to working with other technical teams, vendors and business groups on resolution of incidents.

Principal Responsibilities:

Troubleshoot and find resolution for Point of Sale or Hardware system issues and questions relating to processes and best practices.
Provide 1st level system support for all systems used within Stores and HeadOffice, such as Kronos, Lotus notes
Follow up with customers and management to provide resolution and updates
Provide shift or off-hours pager support, when necessary
Remotely connect to stores to perform maintenance and problem diagnosis/resolution.
Act as department specialist for all systems used by Corporate/Independent stores, and Head Office.
Provide solutions to problems and advice, regarding best practices.
Record all Incidents, problems and resolutions in call tracking system.
Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures
Search and retrieve data from various databases
Follow up with other IT teams, Managers and Vendors regarding outstanding incidents and defects
Writing customer follow up letters
Performing pro-active follow-up calls with stores
Provide Customer service support to KATZ Group Canada end users, and work with Stores and Regional Managers to resolve.
Provide input on what is important for stores with regard to software and hardware needs
Maintain up to date knowledge of retail and pharmacy industry
Training new KATZ employees
Perform other duties as assigned to support KATZ Group Canada Ltd

Knowledge, skills and experience:

College Diploma in a relevant discipline, University degree preferred.
Knowledge of computer operating systems and networking hardware components, including but not limited to one or more of the following: Windows NT, 2000, XP, and Linux
Excellent communication skills both written and verbal
Excellent organization, and problem solving skills
Demonstrated leadership and interpersonal skills
Strong training skills
Strong Computer Skills-Microsoft Office
Excellent customer service skills
High Level knowledge of Point Of Sale or Nexxsys application as well as hardware knowledge preferred
Proven experience with problem resolution

Internal candidates: submit your resume on-line and complete your Internal Candidate Application (ICA)

Successful applicants may be required to complete a criminal record screening before commencing employment with Katz Group Canada Ltd., Additionally, Katz Group Canada Ltd. has the right to require any employee to consent to a criminal record check at any time during the course of employment with reasonable cause.