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Technical Support Specialist
2 months ago
Our client is a leading financial organization with extensive holdings across North America, engaging in various sectors including institutional and corporate services, wealth management, private client services, commercial banking, treasury, and retail banking.
KEY RESPONSIBILITIES:
This role involves providing technical support in a call center environment. Below are the essential duties:
REQUIRED SKILLS:
1.) Proficient computing and navigation abilities
2.) Outstanding customer service skills, particularly in a client-facing capacity such as a tech support or call center role
3.) Ability to work collaboratively within a team while also being self-sufficient
4.) Familiarity with Microsoft Office 365 applications (Word, Excel, OneNote, PowerPoint)
5.) Typing speed of at least 30 words per minute
6.) Availability to work on-site five days a week
7.) Eagerness to develop within the IT field
8.) Experience in a call center with a technical support background, including troubleshooting
9.) Completion of a preliminary questionnaire prior to the interview
10.) Access to a mobile device for multi-factor authentication
DESIRABLE QUALIFICATIONS:
1.) Experience in IT Helpdesk or familiarity with ticketing systems
2.) Technical degree or IT certification is preferred
3.) General understanding of PC hardware and components
EDUCATION: High school diploma is mandatory; 0-2 years of relevant experience is expected. An Associate's Degree or Technical Certification is preferred.
WORK ENVIRONMENT:
The business operates 24/7 in a collaborative setting with over 100 front-line support representatives across multiple locations. Team members are expected to leverage their extensive technical and application knowledge to provide exceptional service, focusing on high first-call resolution rates.
ACCOUNTABILITIES:
The primary responsibility of this position is to deliver first-level technical support. Key tasks include:
1) Responding to a variety of incoming colleague calls and emails
2) Ensuring accurate and thorough documentation of problems and ticketing
3) Timely escalation and follow-up with support teams and colleagues
4) Identifying and escalating significant outages
5) Recognizing trends and opportunities for improvement while providing ongoing feedback
6) Enhancing support proficiency for various skills and applications
Team members will undergo comprehensive training and shadowing, with performance evaluated through a scorecard that measures productivity, colleague interaction, first contact resolution, support proficiency, and ticketing quality.
QUALIFICATIONS / SKILLS / EXPERIENCE:
Exceptional customer service abilities
Experience with ticketing systems is advantageous
Excellent written and verbal communication skills
Above-average computing and navigation skills
A collaborative team player
A university degree or college diploma is considered an asset
Good knowledge of Microsoft 0365 products (Word, Excel, OneNote, PowerPoint)
Flexibility to work varied schedules based on business needs is required, including day, evening, weekend, and overnight shifts.
We appreciate your interest in this position; however, only qualified candidates will be contacted.
Diversity and Inclusion:
Our client is an equal opportunity employer committed to fostering diversity and inclusion, creating an environment where all team members and clients feel a sense of belonging. We welcome all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected factors. We encourage applicants with diverse abilities and provide an accessible candidate experience; accommodations during the application process are available upon request.
