Technical Support Agent Level 1
City : Montreal
Category : Regular Full-time
Industry : Finance
Employer : National Bank
Do you have excellent technical knowledge? Are you familiar with the Bank’s mobile platforms? Do you deliver superior customer service? If so, then this job might be right for you!
This position reports to the Manager, IT User Support Centre team
Your main challenges
- The Level 1 Technical Support Agent has work experience in IT environments
- Answer telephone calls and/or chats from Bank employees about any issues related to their IT environment
- Understand the user’s problem, properly analyze the technological environment, identify the cause(s) and/or source of the problem, resolve the issue and advise the employee of the steps to take
- All incident tickets must be properly documented according to our pre-established processes
- Escalate and follow up on incident tickets with the various support groups
- Propose ways to optimize the services offered
- Offer superior customer service by listening actively and ensure the quality of assigned tasks
- Keep abreast of new developments in your activity sector to ensure the quality of services offered
- Develop skills and knowledge in order to increase your professional autonomy
More specifically, you will:
- Ensure that processes and guidelines are followed
- Escalate any service irregularities to your superior
- Work closely with IT partners and various suppliers
- Have basic IT knowledge to provide users with the best products
- Escalate critical situations
- Comply with the various security guidelines and ensure that requests and grants are in line with the Bank’s security standards and compliance
Target profile
- A 3-year college diploma or academic equivalent (ACS, DVS) in a related field; experience an asset
- Experience in the IT field or other relevant discipline, an asset
- Experience in client management and customer service
- Knowledge of Microsoft and Remedy products, an asset
- Leadership, sense of urgency and collaboration
- Strong interpersonal skills
- Buy-in to change
- Call centre experience an asset
- Bilingualism, spoken and written (English and French), essential
- Strong analytical and synthesis skills
- Flexible work schedule (MON-FRI 6 a.m. to 11 p.m., SAT 8 a.m. to 8 p.m.)
The Bank has innovated by modernizing its performance evaluation system to better meet our clients’ evolving needs. From now on, the corporate values (expected behaviours) of partnership, agility and empowerment count as much as the business objectives.
Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services.
National Bank values all aspects of diversity and sees it as a tremendous source of wealth. We want to offer an open, respectful work environment where all employees can achieve their full potential. Senior management has made a concrete commitment to promote this value across all sectors of the organization. We're committed to providing accommodations as needed and ensuring accessibility during the recruitment process and after hiring. If you have any specific needs, please let us know during our initial conversation and we'll be happy to accommodate you.
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