Helpdesk / Technical Support - 2

Location Address : Scarborough - 2 weeks training onsite and then Hybrid work model (3 days onsite per week) starting on March 9th.

Contract Duration : 6 months - 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.

Reason : Vacancies / short staffed

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) 2+ Years Customer Service Experience

2) 1-3 years of browser troubleshooting practices

3) 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 :

Best VS. Average Candidate :

Strong technical helpdesk experience with strong language proficiency in English.

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)

Hiring Manager’s availability to interview : ASAP