Job Description

Requisition ID: 165663

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Technical Support Analyst, Global Business Payments - Scarborough, ON

Is this role right for you? In this position you'll be:

Providing technical/customer support for products supported by the Help Desk by:

• Responding to hotline calls received from our customers and promptly determining the nature of the customer query to provide viable solutions to hardware, software, telecommunications, product or procedural problems
• Liaising with multiple departments and business areas to effect resolution of problems
• Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented
• Providing recommendations to customers regarding operational and/or technical changes, to prevent recurrence of similar problems
• Raising problem logs on all issues which negatively impact customer service as per Bank standards and escalating to management to effect pertinent resolutions in a timely manner
• Working with Subject Matter experts and experienced Technical Support Analysts to obtain viable solutions to customer problems

Undertaking the implementation of the Bank's Electronic Banking products in the customer and Bank environments by:

• Issuing detailed set-up instructions and operating User Guides to the customer, providing telephone support to resolve hardware, software, telecommunications, product functionality, or procedural problems;
• Supporting the customization of electronic banking solutions/products
• Liaising with Symcor, service bureaux, branches, Regional and Provincial Offices, International Banking Division Payments Department, New York Agency and other Bank departments as required to impact customer/account set-up
• Providing necessary authorizations accesses and facilitating connectivity, application and parallel testing to ensure proper support
• Giving input and guidance to first level Customer Technical Support analysts on implementation issues

Contributing to the sale of Electronic Banking products by:

• Working with Global Business Payments and Relationship Managers and Branch Account Personnel on the features of electronic banking products/solutions, implementation procedures, time frames, operational procedures and deadlines
• Advising as a technical consultant on how a given customers' hardware and software environment will best interface with a given electronic banking product
• Providing support on sales calls regarding available technical options, and recommending solutions to determine the product or mix of products best suited to the customer's business needs
• Forward referrals on electronic banking products/solutions to respective Global Business Payments Sales representatives based on customer requests obtained during support calls.

Contributing to enhancing the competitiveness, marketability, and efficiency of BNS Products supported by CS&S:

• Providing feedback/information on competitor product and customer reaction to electronic banking products, technical and operational features as observed from interaction with customers or Global Business Payments representatives and providing recommendations to C&S Help Desk Management
• Reviewing user guides, procedures documents and other customer and internal documentation to ensure that technical and operational issues are addressed.

Contributing to other department objectives by:

• Developing, writing, and submitting quality procedures and guidelines to existing products that are enhanced, as well as most common support problems
• Assisting with the cross training of entry level and other Technical Support Analysts, on the group of products for which the incumbent has been assigned.

Contributing to Department Quality Standards by ensuring:

• Daily Telephone Service Factors established as departmental targets are consistently being met
• Responding to incoming hotline calls and properly log and update as per department standards
• Ensure department procedures stay current for the products for which the individual provides primary and secondary support
• Adhere to all documented ISO procedures and submitting changes/new procedures

Do you have the skills you need to succeed?

We'd love to work with you, if you are:

• A technical expert in telecommunications, hardware, and software support
• Knowledge of host to host or FTP connections would be an asset
• Customer service oriented to deal effectively with all customers (internal & external) at all levels
• Experienced in building business relationships with other members within the organization, who subscribe to electronic products/services
• Results oriented and a competent problem solver who achieves desirable resolutions to customer concerns
• Analytical, detail oriented and committed to accuracy

Note:

• The CS&S Help Desk operates from 8:00 am to 8:00 pm ET, Monday to Friday.
• Acting as an escalation point for irate clients can be a very stressful experience. You'll frequently be confronted with customers requiring immediate action. These requests, coupled with unpredictable and fluctuating deadlines and changing priorities subject the incumbent to potentially stressful situations on a regular basis.
• Tight schedules and deadlines due to business needs may require you to work overtime occasionally. The Help Desk operates on most provincial holidays - modified hours (8 am - 4 pm).

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.