Helpdesk 2

LanceSoft; Toronto; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A leading recruitment agency in Ontario is seeking a candidate for an entry-level technical support role. The position allows for hybrid work after an initial two-week training in Scarborough. Ideal candidates have 2+ years in customer service, along with some troubleshooting experience. Responsibilities include assisting clients with digital banking services, ensuring excellent customer care, and resolving issues on the first contact. Opportunities for career growth and development are also available.

Qualifications

• 2+ years of customer service experience required.
• 1-3 years of experience in browser troubleshooting.
• Strong technical helpdesk skills and language proficiency in English.

Responsibilities

• Provide technical support to Small Business/Commercial clients.
• Assist clients with digital cash management services and online banking.
• Focus on first call resolution and customer care excellence.

Skills

Customer Service Experience

Browser Troubleshooting

Knowledge of Configuration Management Software

Verbal Communication Skills

Written Communication Skills

Ability to Work Under Pressure

Customer Focus

Education

College/University Degree

Job description

Location Address

Scarborough - 2 weeks training onsite and then Hybrid work model (3 days onsite per week) starting on March 9th.

Contract Duration

6 months - 1 year

Possibility of Extension

Yes

Conversion to FTE

Based on performance + vacancy

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.

Reason

Vacancies/short staffed

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.

Candidate Value Proposition

The successful candidate will have the opportunity to work hybrid after the first two weeks, where they are only asked to come 3x per week to the office. Career growth and development opportunities available. Entry level position, which serves as a prerequisite for other roles within the Bank.

Candidate Requirements / Must Have Skills

1. 2+ Years Customer Service Experience
2. 1-3 years of browser troubleshooting practices
3. 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

Soft Skills Required

• Strong verbal and written communication skills.
• Quick learner, reliable and punctual
• Ability to work well under pressure
• Result and customer focus.
• Driven with a high-performance mindset.
• Empathetic and professional

Education

• College/University degree preferred

Best VS. Average Candidate

Strong technical helpdesk experience with strong language proficiency in English.

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).

Hiring Manager’s availability to interview

ASAP

Note

Will review any requests for accommodations put forward by Suppliers.