Our client is a leading Canadian banking institution.
Contract term: 10/02/2017 to 09/28/2018
Full-time: rotational schedule; 7:00am -9:00pm Monday to Friday and 7:00am to 7:00pm Saturday and Sunday.
Pay rate: $18.85/hour (1st shift), $20.25/hour (2nd shift), $20.97/hour (3rd shift)
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to Bank Group employees in various departents. 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.
Job Description / Accountabilities:
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
Qualifications / Skills / Experience:
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, Centrex, PCOMM/Host, Active Directory, Citrix/Remote Access, e-Messaging, Blackberry, BYOD, AirWatch, Active directory, lotus notes, Mainframe, CIF, ETOT, ISM, PISO, Accurate NXG, Dealer track, Remote access, RSA hard/Soft token, ISD400, AS400, BAYCOM, Webir, Fiserv, Loaniq, Citrix, RAS, RSA, Bitlocker, All Microsoft office products - Access,OCS Group chat, Lync, SCCM, Active directory, Airwatch, Lotus notes, Skype, Webex, Virtual servers, Edge-V server, Roaming/Local Profile, appsense, mainframe, VOIP, Telepresence, fax, seurefax, pinpads, variety of telephony devices and a good understanding of networking and wifi support.
Experience with iPad, Tablets, Playbook, Smartphone and Android devices
HOW TO APPLY:
Please send resume to firstname.lastname@example.org with the subject "Bilingual Tech Service Rep_London"
• Must be bondable.
• Your "Employment History" on resume should include the starting and ending MONTH and year for every position.
• Incorrect email subject may cause the delay of your application