Title: CAN - Service Availability Reps Bilingual I
Duration: 2 year (Possibility of Extension/Conversion)
Shift schedule: Rotational shift: Changes every week
Location:  London, Ontario
 
Day-to-Day Responsibilities:

• The primary accountability of this position is to provide first level technical support. Key responsibilities include:
• Respond to a variety of inbound colleague calls/emails
• Ensure accurate and detailed problem documentation/ticketing
• Provide timely escalation and follow-up with support groups and colleagues
• Identify and escalate wide-impact or potential wide-impacting outages
• Identify trends and opportunities for improvement as well as provide ongoing feedback
• Build ongoing support proficiency for other skills and applications
• Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes. KEY ACCOUNTABILITIES
• CUSTOMER: Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify, resolve, or escalate service delivery issues and/or complaints
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components, applications, clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems
• SHAREHOLDER: Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to internal departmental processes
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

Job Requirements:

• A working knowledge of Cash Management.
• Excellent written and verbal communication skills
• Strong Knowledge of Excel and Word.
• Advanced computer and typing skills.
• Detail-oriented and able to work within deadlines.
• Organized and able to analyze and solve problems.
• Team-oriented and able to develop excellent working relations with other Bank’s BFG departments

Must have:

• Bilingual: Fluency in French and English (read, speak, write)
• Above average computing and navigational skills
• Exceptional customer service skills
• A team player who collaborates effectively with peers and other teams but can also work well independently
• Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint)
• A technical support background or related education – troubleshooting exp
• Ability to type at least 35 words per minute
• General knowledge and understanding of PC hardware and components.

 
Nice To Have:

• Experience with ticketing systems is an asset
• Technical degree and/or IT Certification preferred

Additional required skills:

• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Basic ability to work independently and manage one's time.
• Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software.
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.

Education:

• Associate's degree in computer related field or equivalent training required.
• 0-2 years experience required.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 23.50/hr.