Job Description

Location Address:Scarborough - 2 weeks training onsite and then Hybrid work model (3 days onsite per week)
Contract Duration: 1 year
Possibility of extension: Yes
Conversion to FTE: Based on performance + vacancy
Schedule Hours: Monday Friday - Either 9:30 am 5:30 pm, 10:30-6:30 pm or 11 am - 7 pm. Late shift rotation (12 pm - 8 pm) every 6 weeks or so.
Story Behind the Need
Business group:
CS&S Technical Support Help Desk - Main function - provide technical support assistance to Small Business/Commercial/Private Banking clients with digital cash management services /online banking with focus on first call resolution and customer care excellence.
Candidate Value Proposition:
The successful candidate will have the opportunity to work hybrid after the first two weeks, where they are only asked to come 3x per week to the office. Career growth and development opportunities available. Entry level position, which serves as a prerequisite for other roles within the Bank.
Candidate Requirements/Must Have Skills:
1) Fluent English and French- Mandatory (no exceptions, bilingual and fluency in both languages required) - Please test language fluency prior to referring the candidates
2) 2+ Years Customer Service Experience
3) 1-3 years of browser troubleshooting practices
4) Demonstrated knowledge of computer software, such as configuration management software, operating system literate.
Nice to Have
1) Previous Help Desk or Contact Center experience
2) Technical Help Desk Experience
Soft Skills Required:

• Strong verbal and written communication skills.
• Quick learner, reliable and punctual
• Ability to work well under pressure
• Result and customer focus.
• Driven with a high-performance mindset.
• Empathetic and professional

Education:

• College/University degree preferred

Best VS. Average Candidate:
Strong technical helpdesk experience with strong language proficiency.
Candidate Review & Selection
1 round of interview over video conference - 30 minutes
Manager will send an assessment test to be completed within 24 hours after receiving once interview is completed provided the candidate has potential (assessment is a scenario question and MC technical test, will also include a French language testing component)

Skills Required