Junior Bilingual (English/French or Spanish) Help Desk Analyst to provide browser troubleshooting and resolve software/hardware problems with one of our ma

Junior Bilingual (English/French or Spanish) Help Desk Analyst to provide browser troubleshooting and resolve software/hardware problems with one of our major banking clients- 37621

Location Address: Scarborough - 2 weeks training onsite and then Hybrid work model (3 days onsite per week)

Contract Duration: 1 year (Possibility of extension)

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.

Typical Day in Role:

• Inbound Technical Support Help Desk
• Entry level position, which serves as a prerequisite for other roles within the Bank.
• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
• Troubleshooting customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Must Have Skills:

1) Fluent English and Spanish or 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

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)