Digital Support Strategist for InvestorLine

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

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO InvestorLine is seeking a Technical Support Specialist in Canada to own and resolve complex issues across the InvestorLine website, mobile app, and digital tools. You will manage a portfolio of active cases, guide clients through troubleshooting, and escalate where needed to ensure timely resolutions.

Qualifications include 2+ years in customer or technical support, strong communication, and the ability to document processes clearly. Salary ranges and benefits reflect BMO's total rewards.

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.
• CIRO licensed as an Investment Representative – Equities and Options is an asset.
• Technical certifications would be considered an asset.
• 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 appropriate 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 and detailed records of all client interactions, troubleshooting activities, and outcomes.
• Prioritize cases based on urgency, client impact, and business risk.
• Monitor open cases to ensure service levels and follow-up commitments are met.
• Provide regular status updates to clients and internal stakeholders.
• Escalate unresolved issues to internal support teams when required.
• Identify potential widespread incidents based on case patterns, client reports, alerts, and known platform issues.
• Escalate suspected high-impact incidents promptly using established incident-management processes.

Skills

Customer service

Technical support

Case management

Digital platforms

Web browsers & devices

Problem solving

Time management

Communication skills

CIRO license

Technical certifications

Bilingual FR/EN

Job description

BMO InvestorLine is seeking a Technical Support Specialist in Canada to own and resolve complex issues across the InvestorLine website, mobile app, and digital tools. You will manage a portfolio of active cases, guide clients through troubleshooting, and escalate where needed to ensure timely resolutions.

Qualifications include 2+ years in customer or technical support, strong communication, and the ability to document processes clearly. Salary ranges and benefits reflect BMO's total rewards.