Bilingual Banking Technical Support Rep

Our client is a leading Canadian banking organization.

Contract term: 06/26/2017 to 06/25/2018

Hours: flexible/ rotational

Pay rate:  Day = $18.85/hr

       Evening Shift Premium Payrate = $19.95

       Overnight Shift Premium Payrate = $20.45

A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to Bank employees in Corporate, Retail, Wealth, Phone Channels and beyond.

The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two sites, London and Toronto. 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 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
Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality.

Qualifications / Skills / Experience:

-Excellent written and oral communication skills.
-Fluent in French and English
-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) is an asset
-Technical/Troubleshooting ability (note: candidates with good technical breadth/aptitude will be prioritized):
-A technical support background or related education including experience with some or all of the following: Windows 7/10 IE6/8, VOIP, Centrex, PCOMM/Host, -Active Directory, Citrix/Remote Access, e-Messaging, Blackberry, BYOD, AirWatch
-Experience with iPad, Playbook, Smartphone and Android devices is a definite asset

HOW TO APPLY:

Please send resume to resume@gc-employment.com with the subject line "Bilingual Banking Technical Support Rep_London"

Please note:
• 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