Temporary Support Services Analyst

"We’re hiring! Mastermind Toys - Canada’s Authority on Play and we want YOU to join our growing team! We have a customer-obsessed culture, which we believe starts with employee experience. We jump at the chance to co-create with our customers and employees, while staying true to our Canadian roots. Over 38 years later, Mastermind Toys is the nation’s largest specialty toy and children’s bookstore, and we deeply believe that “Play is Kids’ Work”.

We are currently seeking a Temporary Support Services Analyst (3-month contract) for our upcoming holiday season to join our IT Team. This role can be hybrid or remote in nature depending on the successful candidate’s geographical location.

Job Responsibilities-The successful candidate will provide first point of contact service for hardware and software support for all retail stores and Play HQ employees and will be responsible for identifying and escalating to second/third level support technical issues for computer, point of sale, telephone, mobile technology, security, and related technology systems and serve as communications liaison

Solutions Support:

  • Respond to all calls and/or e-mail in a timely and professional manner according to the set criteria and customer service standards, from both store & Play HQ
  • Analyze the type of problem. Make determination as to problem resolution options; prioritize problems based on the impact to operations in the store, office operations and other calls being handled
  • Register and classify support incident in ticketing system
  • Execute actions and recovery routines as quickly as possible to restore service or satisfy request
  • Escalate issue to next level supervisor when documented processes do not address issue

Additional key activities:

  • Marketing testing of pending promotions in LS Retail and completing gift card verifications at the POS for any new gift card batches or styles.


  • Minimum 1-year comparable experience; working/supporting a multi-location employer.
  • Previous retail experience (Mastermind preferred). Previous experience training and coaching staff.
  • Proficiency with end-to-end systems, point of sale applications and technology, communication networks, store operations and software applications in desktop environments (Microsoft Office 365 suite, Windows 7/10+) databases and logging systems. LS Retail, Microsoft Dy. NAV.
  • Demonstrated aptitude to learn new processes
  • Good listening skills: ability to adapt responses appropriately based on the customers’ needs; respond politely and calmly; use clear non-technical language, speak concisely, and deal with customers so that conversations end on a positive note.
  • Strong organizational skills and time/self-management skills
    Demonstrated ability & interest to provide exceptional quality customer focused service
  • Strong & clear verbal and written communication skills. French will be an asset

Mastermind Toys is committed to accommodating applicants with disabilities throughout the recruitment and selection process. Upon request, Mastermind Toys will, in consultation with the applicant, determine the nature of any accommodation that may be required.

If you require any accommodation, please contact us atemployment@mastermindtoys.com and we’ll work with you to meet your accessibility needs.

We sincerely thank all applicants for their interest in Mastermind Toys; however only those selected for an interview will be contacted.

Resumes can be sent toemployment@mastermindoys.com