Operations Officer - 56875

Join a dynamic and fast-paced team within a major financial institution's Merchant Solutions division. This role is integral to ensuring the seamless installation and support of Point of Sale (POS) payment devices for our diverse range of business clients. The ideal candidate will possess a blend of strong technical support knowledge and exceptional customer service skills, acting as a crucial link between field technicians, merchants, and internal partners. If you thrive in a technical, detail-oriented environment and are looking for significant growth opportunities, this role is for you.

Position Title: Operations Officer III
Location: Toronto, Ontario (Hybrid Model)
Duration: 1-Year Contract (Possibility of extension based on performance and business need)
Compensation: $25.50/hr
Rotation schedule

Advantages
Growth Potential: This position offers significant opportunities to grow your career within the financial institution's robust structure.
Unique Business: Be at the forefront of emerging financial industry trends, including e-commerce, payments innovation, and strategic partnerships within the only fully bank-owned and operated merchant acquirer in Canada.
Culture: Join a smaller team (11 people) with a laid-back, business-casual, yet fast-paced environment.
Flexible Work Model: After an initial 2-3 month full-time on-site training period, the role transitions to a hybrid model with 2 days per week in the Toronto office (1111 Flint Road).
Comprehensive Experience: Gain valuable experience that splits your time equally between back-office clerical tasks and direct telephone support/technical troubleshooting.

Responsibilities
The Operations Officer will manage key clerical and operational support activities related to the deployment and maintenance of merchant payment devices across Canada.
Technical Subject Matter Expert: Act as a primary escalation point and Subject Matter Expert (SME) for field technicians, providing over-the-phone support to resolve complex POS device issues.
Operational Support & Data Entry: Accurately perform data entry for inventory management, update service tickets/logs, and perform updates in payment systems like Base 24 and TEM/TMS.
Coordination & Liaison: Work closely with internal and external partners to ensure a consistent, timely, and frictionless installation and support process for merchants.
Issue Resolution: Monitor install and service tickets to ensure timely completion. Identify, resolve, and/or escalate service delivery issues and customer complaints quickly and efficiently.
Testing & Training: Participate in product testing, documenting performance and bugs, and assist with product training.
Procedure Adherence: Stay up-to-date on current procedures, products, and services to offer expert and technical support.

Qualifications
Hard Skills:
Technical Support Experience: 2-4 years of experience in hardware and software support, preferably within a fast-paced environment.
Networking Fundamentals: Knowledge of networking concepts, including LAN/WAN, VPN, Routing, Firewall, and remote communication.
Customer Service: Proven ability to operate under tight deadlines in a demanding customer service setting, such as a call center.

Soft Skills:
Communication: Excellent interpersonal, verbal, and written communication skills are essential.
Attention to Detail: Meticulous focus and dedication to accurate data entry and task completion.
Organization: Strong ability to prioritize tasks and multi-task effectively.
Teamwork: A proactive and strong team player mentality.
Analytical Thinking: Logical and analytical approach to problem-solving.

Nice-to-Have Skills:
Prior experience or knowledge of Electronic Payment devices/Point of Sale (POS) systems.
Familiarity with financial systems like MFOCUS, BASE 24, and TEM/TMS.

Summary
If you are interested in the operations officer role, please apply online today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.