Titre:  Bilingual Technical Support Analyst I, GTB - Montreal

Numéro de la demande: 258717 

Joignez une équipe gagnante, engagée et axée sur les résultats qui évolue dans une culture inclusive et de haut rendement.

Bilingual Technical Support Analyst I

Global Transaction Banking 

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

In this role you will be accountable for the provision of technical support for a wide variety of GBP Cash Management Digital Banking products to a highly technical and diverse base of Corporate, Commercial, and Small Business customers of the Bank

What You’ll Do:

• Providing technical/customer support for products supported by the Help Desk by:
  • Responding to hotline calls received from our customers and promptly determining the nature of the customer query to provide viable solutions to hardware, software, telecommunications, product or procedural problems;          
  • Liaising with multiple departments and business areas to effect resolution of problems;
  • Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented;
  • Providing recommendations to customers regarding operational and/or technical changes, to prevent recurrence of similar problems;
  • Raising problem logs on all issues which negatively impact customer service as per Bank standards and escalating to management to effect pertinent resolutions in a timely manner; and
  • Working with Subject Matter experts, Sr. Technical Support Analysts  and/or Management obtain viable solutions to customer problems.
• Undertaking the implementation of the Bank’s Electronic Banking products in the customer and Bank environments by:
  • Issuing detailed set-up instructions and operating User Guides to the customer, providing telephone support to resolve Digital Baking product functionality, or procedural problems; 
  • Recommending the customizing of Digital Banking solutions/products;
  • Liaising with Symcor, service bureaux, branches, Regional and Provincial Offices, International Banking Division Payments Department, New York Agency and other Bank departments as required to effect customer/account set-up, necessary authorizations accesses and facilitating connectivity, application and parallel testing to ensure proper implementation; and 
  • Providing input and guidance to first level Customer Technical Support analysts on implementation issues, as required.
• Contributing to the sale of Electronic Banking products by:
  • Working with Global Business Payments Relationship Managers and Small Business Advisors on the features of GBP Cash Management Digital products/solutions, implementation procedures, time frames, operational procedures and deadlines; 
  • Advising as a technical consultant on how a given customers’ hardware and software environment will best interface with a given electronic banking product;
  • Providing support on sales calls regarding available technical options, and recommending solutions to determine the product or mix of products best suited to the customer’s business needs; and
  • Forward referrals on electronic banking products/solutions to respective Global Business Payments Sales representatives, Small Business Advisors, BSC or Cash Management Contact Center or based on customer requests obtained during support calls.
• Contributing to enhancing the competitiveness, marketability, and efficiency of BNS Products supported by CS&S:
  • Providing feedback/information on competitor product and customer reaction to Digital banking products, technical and operational features as observed from interaction with customers or Global Business Payments representatives and providing recommendations to C&S Help Desk Management; and 
  • Reviewing user guides, procedures documents and other customer and internal documentation to ensure that technical and operational issues are satisfactorily addressed.
• Contributing to other department objectives by:
  • Developing, writing, and submitting quality procedures and guidelines to existing products that are enhanced, as well as most common support problems; and
  • Assisting with the cross training of entry level and other Technical Support Analysts, on the group of products for which the incumbent has been assigned.
  • Contributing to Department Quality Standards by ensuring:
• Daily Telephone Service Factors established as departmental targets are consistently being met;
  • Incoming hotline calls are properly logged and updated as per department standards;
  • Department procedures stay current for the products for which the individual provides primary and secondary support.
     

What You'll Bring:

• Technically strong in providing operational support with software and telecommunications troubleshooting
• Resilient and agile to work in a fast-paced environment and with changing priorities
• Knowledge of host to host or FTP connections would be an asset 
• Customer service oriented in order to deal effectively with all customers (internal and external) at all levels
• Empathetic and experienced in building business relationships with members of organizations with varying hierarchal positions
• Results oriented and a competent problem solver in order to achieve desirable resolutions to customer problems and exude confidence when dealing with our clients
• Analytical, detail oriented and committed to accuracy
• Able to work well both independently and in a team environment

Work Arrangement: 

• Work in a standard office-based environment; non-standard hours are a common occurrence.  

 
Note:

• The CS&S Help Desk operates from 8 a.m. to 8 p.m. ET Monday to Friday. 
• Acting as an escalation point for irate clients can be a very stressful experience. You'll frequently be confronted with customers requiring immediate action. These requests, coupled with unpredictable and fluctuating deadlines and changing priorities subject the incumbent to potentially stressful situations on a regular basis.  
• Tight schedules and deadlines due to business needs may require you to work overtime occasionally. The Help Desk operates on most provincial holidays - modified hours ( 8 am - 4 pm).

Interested? 
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank! 
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

Emplacement(s):  Canada : Québec : Montreal

La Banque Scotia compte parmi les chefs de file du secteur bancaire au Canada et des fournisseurs de services financiers dans les Amériques. Nous sommes là pour l’avenir de tous. Nous contribuons à la réussite de nos clients, de leur famille et de leur collectivité en offrant des conseils et une vaste gamme de produits et de services, dont des services bancaires aux particuliers, aux entreprises et aux sociétés, des services bancaires privés, d’investissement et de gestion de patrimoine ainsi que des services liés aux marchés des capitaux.

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