Story Behind the Need:

• Business group: CS&S Technical Support Help Desk – Main function – provide technical support assistance to Small Business/Commercial/Private Banking clients with digital cash management services /online banking with focus on first call resolution and customer care excellence.

Candidate Value Proposition:

• The successful candidate will have the opportunity to work hybrid after the first two weeks, where they are only asked to come 4x per month to the office. Career growth and development opportunities available. Entry level position, which serves as a prerequisite for other roles within the Bank.

Typical Day in Role:

• Inbound Technical Support Help Desk
• Entry level position, which serves as a prerequisite for other roles within the Bank.
• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower – high complexity level
• Troubleshooting customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Candidate Requirements/Must Have Skills:

• Fluent English/French- Mandatory (no exceptions, bilingual and fluency in both required)
• 2+ Years Customer Service Experience
• 1-3 years of browser troubleshooting practices
• Demonstrated knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have:

• Previous Help Desk or Contact Center experience
• Technical Help Desk Experience

Soft Skills Required:

• Strong verbal and written communication skills.
• Quick learner, reliable and punctual
• Ability to work well under pressure
• Result and customer focus.
• Driven with a high-performance mindset.
• Empathetic and professional

Education:

• College/University degree preferred

Best VS. Average Candidate:

• Strong technical helpdesk experience with strong language proficiency.

Candidate Review & Selection:

• 1 round of interview over video conference – 30 minutes
• Manager will send an assessment test to be completed within 24 hours after receiving once interview is completed provided the candidate has potential (assessment is a scenario question and MC technical test, will also include a French language testing component)