Digital Support Specialist - Client Tech Troubleshooter

BMO; British Columbia; On-site; CAD 45,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plan

Job summary

BMO Financial Group is seeking a Technical Support Specialist to support InvestorLine clients with the website, mobile app, and related digital services. You will own technical support cases, troubleshoot issues, coordinate investigations, and provide timely updates to clients throughout resolution.

The role demands strong technical aptitude, excellent customer service, and effective case management to ensure a positive client experience while driving issue resolution.

Qualifications

• 2+ years of customer service, technical support, help desk, or troubleshooting experience.
• Experience managing client cases or service requests from initiation through resolution.
• Experience supporting digital applications, websites, mobile platforms, or online services.
• Strong technology aptitude with the ability to diagnose and troubleshoot technical issues.
• Advanced knowledge of web browsers, mobile devices, operating systems, and online applications.
• Exceptional problem-solving and analytical skills.
• Strong organization and time management abilities.
• Excellent verbal and written communication skills.
• Language preferences for the role: Strong verbal and written language skills in both French and English.

Responsibilities

• Take ownership of complex, recurring, or unresolved technical support cases transferred from frontline teams or received through email.
• Serve as the primary point of contact for clients experiencing digital platform issues.
• Determine whether an issue is client-specific, account-specific, device-related, browser-related, or a broader platform incident.
• Identify escalation paths to technology, cybersecurity, fraud, operations, or third-party service providers.
• Investigate, diagnose, and resolve website, mobile app, login, navigation, functionality, and account access concerns.
• Guide clients through troubleshooting steps and technical resolutions.
• Recreate reported issues to validate problems and identify root causes.
• Clearly explain technical concepts and solutions in client-friendly language.
• Provide frontline teams with clear resolution guidance and reusable troubleshooting instructions.
• Manage a portfolio of active technical support cases from intake to resolution.
• Maintain accurate records of all client interactions, troubleshooting activities, and outcomes.
• Prioritize cases based on urgency, client impact, and business risk.
• Monitor open cases to ensure SLAs and follow-up commitments are met.
• Provide regular status updates to clients and internal stakeholders.
• Escalate unresolved issues to internal teams when required.
• Identify potential widespread incidents based on case patterns, alerts, and known platform issues.
• Escalate suspected high-impact incidents promptly using incident-management processes.

Skills

Customer service

Technical troubleshooting

Case management

Communication

Time management

Job description

BMO Financial Group is seeking a Technical Support Specialist to support InvestorLine clients with the website, mobile app, and related digital services. You will own technical support cases, troubleshoot issues, coordinate investigations, and provide timely updates to clients throughout resolution.

The role demands strong technical aptitude, excellent customer service, and effective case management to ensure a positive client experience while driving issue resolution.