Représentant support technique
BANQUE NATIONALE DU CANADA
QC-Ile de Montréal-Montréal
18h ago

Description

Do you take an interest in information technology?

Do you want to join a dynamic team at National Bank?

Are you motivated to deliver a superior client experience via telephone support?

We're looking for a specialist who can work with the team responsible for assisting clients in National Bank's digital environments concerning problems encountered while using tools available via digital channels.

Being a Technical Support Specialist means building and maintaining trust-based relationships by providing high quality telephone support and ensuring client satisfaction.

It means working in active problem-solving mode by identifying needs and quickly pinpointing issues. It also gives you the opportunity to learn and progress within a team that values autonomy, collaboration and client satisfaction.

Main challenges

  • Take calls from clients
  • Perform a comprehensive analysis : Understand clients’ issues, analyze the technology environment to identify the causes and sources of problems, and resolve situations or report any anomalies detected
  • Recommend solutions for the problems encountered
  • Bring together the various third parties involved in managing incidents and follow up on planned deliverables
  • Stay current on National Bank’s applications and platforms
  • Qualifications

  • College diploma
  • Customer service experience
  • Technical support experience, an asset
  • Advanced knowledge and understanding of the different digital devices and platforms on the market
  • Resourcefulness and adaptability in a changing environment
  • Bilingualism, both spoken and written (English and French), essential
  • Important information

  • We offer a full time schedule of 35,7 hours.
  • You must be available Monday to Sunday, 7 days a week, between 8 : 00 a.m. and 9 : 00 p.m.
  • You'll stand out through your communication and analytical skills, autonomy, discipline, proactiveness, and ability to build partnerships.

    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.

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