Service Availability Reps Unilingual I
Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to Bank Group employees in Corporate, Retail, Wealth, Phone Channels, Auto Finance, Insurance, Securities, Real Estate Lending and Vendors such as Symcor and IBM and beyond.
What you will achieve in this role:
The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across five sites. Working in collaboration with support teams, the business relies on Service Desk employees vast expertise of technical and application related knowledge to deliver excellent customer service and 85% first call problem resolution.
The primary accountability of this position is to provide first level technical support. Key responsibilities include:
(1) Respond to a variety of inbound customer calls/emails
(2) Ensure accurate and detailed problem documentation/ticketing
(3) Provide timely escalation and follow-up with support groups and customers
(4) Identify and escalate wide-impact or potential wide-impact outages
(4) Identify trends and opportunities for improvement as well as provide ongoing feedback
(5) Build ongoing support proficiency for other skills and applications
What you will bring to this role:
Excellent written and oral communication skills.
Ability to work flexible schedules; based on coverage business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; when we don't have volunteers, we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.
Above average computing and navigational skills
Exceptional customer service skills
Experience with ticketing systems is an asset
A team player who collaborates effectively with peers and other teams
University Degree or a College degree/diploma is considered an asset
Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint)
A technical support background or related education including experience with some or all of the following: Windows 7/10, IE8/11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, AirWatch, All Microsoft office products - Access, OCS Group chat, Lync, SCCM, variety of telephony devices and a good understanding of networking and wifi support.
Experience with iPad, Tablets, Smartphone and Android devices
We thank you for your interest in the position, however, only those who are qualified will be contacted
Inclusion and Equal Opportunity Employment
Our client is an equal opportunity employer committed to diversity and inclusion; creating an inclusive environment where all team members and clients feel like they belong. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Native American status or any other legally-protected factors. We seek applicants with a wide range of abilities, and we provide an accessible candidate experience; accommodations during the application process are available upon request.