Bilingual Help Desk Analyst
Bilingual Help Desk Analyst
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Job Description
Application Deadline:
Address:
33 Dundas Street WestJob Family Group:
Facilitates the prompt and effective resolution of technical and production issues for clients in all segments. Uses independent judgment analysis and initiative to resolve problems makes recommendations and deliver impromptu enduser operational assistance training when required. This work maintains communications with callers throughout the analysis and resolution process particularly in difficult customer situations keeps them informed of status and escalates issues if deems necessary. This role will independently identify systemic issues (e.g. system outages widespread processing errors) and take ownership of the end to end process to optimize the customer experience.
- Responds to customer questions received via telephone calls call backs emails and help desk requests.
- Provides technical and production support for products and systems.
- Conducts incident identification recording classification initial support investigation and diagnosis resolution and recovery incident closure ownership tracking monitoring and communication to ensure service levels are maintained.
- Creates and sustains consistent superior service to customers/clients and prospects.
- Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services.
- Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service.
- Fosters trust and confidence by taking ownership of support issues provides friendly and accurate resolutions.
- Escalates issues that are beyond the level of expertise through the appropriate channels.
- Maintains current knowledge and understanding of products services processes and relevant legal regulatory and technology requirements.
- Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
- Breaks down strategic problems and analyses data and information to provide insights and recommendations.
- Executes work to deliver timely accurate and efficient service.
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
- Analyzes issues and determines next steps.
- Broader work or accountabilities may be assigned as needed.
Qualifications:
- Typically between 2 3 years of relevant experience and postsecondary degree in related field of study desirable or an equivalent combination of education and experience.
- Specialized knowledge.
- Verbal & written communication skills Good.
- Organization skills Good.
- Collaboration & team skills Good.
- Analytical and problem solving skills Good.
Salary:
Pay Type:
The above represents BMO Financial Groups pay range and type.
Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for parttime roles will be prorated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.
BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performancebased incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting positive change for our customers our communities and our people. By working together innovating and pushing boundaries we transform lives and businesses and power economic growth around the world.
As a member of the BMO team you are valued respected and heard and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From indepth training and coaching to manager support and networkbuilding opportunities well help you gain valuable experience and broaden your skillset.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.
Required Experience:
IC
Employment Type
Full-Time
