Specialist, e-Transfer and Extranet Help Desk (Bilingual)

As our&nbsp;new <strong>Specialist, e-Transfer and Extranet Help Desk (Bilingual)</strong>, you will demonstrate great customer service and will be responsible for providing exceptional customer/client support to all users of the <em>Interac</em> e-Transfer service and the <em>Interac</em> Extranet. You will provide second-level support to the call centre vendor related to the <em>Interac</em> e-Transfer service.

Toronto, ON


Interac is Canada&rsquo;s leading payments brand and is chosen an average of 16 million times daily to pay and exchange money. Together, Interac Association and Acxsys Corporation operate an economical, world-class debit payments system with broad-based acceptance, 24/7/365 reliability, security, and efficiency. http://www.interac.ca/en/

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Mid Level

Overview: <p>You demonstrate great customer service and will be responsible for providing exceptional customer/client support to all users of the <em>Interac</em> e-Transfer service and the <em>Interac</em> Extranet. You will provide second-level support to the call centre vendor related to the <em>Interac</em> e-Transfer service. You will be joining our Help Desk team and will work on a variety of issues, assisting internal and external customers and stakeholders; as well as ensure accurate and timely recording, tracking and fulfilment of daily inquiries, issues and requests within expected SLAs.</p> <p>You are a Call Centre or Help Desk Specialist with experience working on escalations and an uncontested dedication to customer service. You are fluent in French and English and can efficiently write and edit customized and detailed communications. You have an exceptional ability to learn new technologies as you work. You are looking for an opportunity to work for a fast-paced, innovative company with a collaborative culture of excellence and recognition.</p>
Responsibilities: <p><strong>Responsibilities related to e-Transfers include:</strong></p> <ul> <li>Collaborate. You will liaise with internal and external stakeholders; respond to and resolve complex issues and ensure the appropriate transfer of information regarding new services or enhancements.</li> <li>Communicate. You will assist the Help Desk Lead with incident management when operational issues affect the Interac e-Transfer service by engaging in constant communication with key service provider contacts. You will maintain ongoing communication with key contacts at partner Financial Institutions to provide up-to-date information and respond to any queries.</li> <li>Prioritize. You will perform real-time queue management and ensure a response goes out, in accordance with the SLAs, to recommend solutions and provide customer satisfaction with our service.</li> <li>Document. You will record all customer/client/stakeholder interactions in established issue tracking systems. You will create and edit templates and Help Desk process documentation.</li> <li>Analyze. You will monitor trends to identify recurring problems and escalate to the Help Desk Lead.</li> </ul> <p><strong>Responsibilities related to Extranet support include:</strong></p> <ul> <li>Support. You will adhere to all policies and practices as you provide effective and efficient first-level customer support pertaining to: <ul> <li>Status of user access applications</li> <li>General queries.</li> </ul> </li> <li>Problem resolution. You will administer all Extranet-related content issues from start to resolution by responding to the query directly or referring the question to the appropriate staff member.</li> <li>Track. You will use our internal ticketing tools to track Extranet-related requests or issues.</li> <li>Coordinate. You will organize all aspects of the administration, safeguarding, distribution and activation/deactivation of physical security tokens.</li> <li>Document and monitor. You will maintain and update access, tools and spreadsheets related to all Extranet-related tools and process documents. You will add and update users in the Contact Management System affecting Extranet access.</li> <li>Audit. You will conduct periodic reviews of information created and stored within system databases, including access control privileges of assigned users.</li> <li>Train. You will provide training and support to internal Extranet Administrators. You will assist with the preparation of support materials and delivery of training, to new and existing users.</li> <li>Support. You will provide guidance and support for all types of users and respond in a timely manner to internal and/or external information inquiries.</li> </ul>
Requirements: <p><strong>So, how do we know that&rsquo;s you? You have:</strong></p> <ul> <li>The education and experience. You have a degree/diploma or an equivalent combination of education and a minimum of 3 - 5 years work experience in a user support role on a technology help desk or customer call centre. Bonus skills: <ul> <li>Tier 2 or escalation support experience.</li> <li>Experience in the financial services industry.</li> <li>ITIL certification.</li> </ul> </li> <li>The direct knowledge. You have a familiarity with: <ul> <li>Customer Care Management Principles and Service Level Agreements (SLAs).</li> <li>Inbound customer service process flow including incident handling and reporting in an IT technology environment.</li> <li>Call routing software, call monitoring tools, and standard ticketing software.</li> <li>Call centre metrics, terminology, forecasting, scheduling and real-time queue management.</li> </ul> </li> <li>The basic technical skills - and the desire to learn more. You are proficient in MS Office Applications, including Outlook, Word, Excel, PowerPoint, email management and browser applications. You can quickly learn new programs and tools; often, as you are working with them.</li> <li>The drive and the attention to detail. You can work independently, work well under pressure and a sense of urgency. You have strong organizational, analytical, planning and time management skills.</li> <li>The exceptional customer service skills. You are committed to providing high-quality customer service and satisfaction. You can relate to the issues your customers are experiencing, expressing empathy and patience. You know how to defuse potentially irate customers on the phone.</li> <li>The bilingual communication skills. You have outstanding written and verbal communication skills and can carefully craft a detailed customer-facing email.</li> <li>The flexibility. You are available to work shifts outside of the standard Monday to Friday, 9-to-5.</li> </ul> <p><strong>Need more reasons to join us?</strong></p> <p>At <em>Interac</em>, we know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with connection, compensation and continuing education. Our core values - integrity, candour, respect, innovation, collaboration, accountability, resourcefulness, agility and genuineness - define us, help us be the best at what we do and create a workplace you want to be part of.</p> <p>If this sounds like the team you want to be part of and the place you want to grow your career, apply here or visit <a href="http://interac.ca/">interac.ca</a> and follow us <a href="http://twitter.com/interac">@interac</a> to learn more about us.</p> <p><em>Interac</em> believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are committed to doing so by providing accessible employment practices. Contact a member of the Human Resources department if you need accommodation at any point in the application process or want more information about our Accessibility Policy, which is also available online here: <a href="https://www.interac.ca/en/accessibility.html">https://www.interac.ca/en/accessibility.html</a>.</p>