Kelly’s customer, a leading provider of comprehensive, innovative and integrated payments solutions and services has a temp to permanent opportunity for a Bilingual Support Analyst who will interact with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques.

****THIS IS NOT AN IT TECHNICIAN ROLE****

Applicants must be able to work shifts from 12:00pm – 8:30pm, from Wednesday to Sunday ( Mondays and Tuesdays are off), or Saturday to Wednesday (Thursdays and Fridays are off) and be flexible to work day shift Monday to Friday, during the training period, which can take approximately 5 months into the role.

RESPONSIBILITIES:

• Provide support for ATM monitoring which includes dispatching technicians and setting up tech meetings at various Credit Unions throughout Canada.
  

• Log incident records in accordance with departmental procedures.
  

• Respond to calls and emails from multiple clients in a timely manner.
  

• Respond to client Card Order Inquiry Emails and investigate any issues such as lost cards, missing cards, non-working cards, etc.
  

• Investigate issues with missing reports for clients and escalate to the appropriate teams.
  

• Investigate errors with reporting and escalate to the appropriate teams if necessary.
  

• Troubleshoot errors with client facing applications and escalate internally as needed.
  

• Provide explanations to Credit Unions on card errors and codes.
  

• Create Change Request tickets (CR’s) as needed.
  

• Troubleshoot Mobile wallet issues.
  

• Respond to clients’ questions regarding our notifications and change requests.
  

• Process Hot Card requests.
  

• Assist other agents with ATM errors when needed.

REQUIREMENTS:

• Minimum 3 years’ experience supporting clients, and third-party vendors in a busy contact center environment.
  

• Experience interacting with clients in English and French with fluency.
  

• Strong knowledge about payments processing environment with specific experience in ATM and cards services.
  

• Experience providing high level technical support and problem solving for a variety of products and services.
  

• Experienced logging incident records in accordance with departmental procedures
  

• Experience reviewing and updating and/or documenting procedures
  

• Responsible for On Call duties as required
  

• Ability to occasionally to go to Office in Markham, ON, for special events/training.

Strong knowledge of Internet connectivity such as the following:

• Internet connectivity troubleshooting
  

• Router/Modem configuration setup
  

• Understanding of IP Addresses and their purpose
  

• Understanding of DSL, Cable, WIFI and Satellite
  

• Understanding of Firewalls, VPN, and other Network security protocols

Experience with the following is preferred:

• Call Centre Applications such as: Zendesk, LiveAgent, RingCentral
  

• Microsoft Office Products
  

• SQL and other database basics
  

• Reporting tools such as Crystal Reports
  

• Desktop Hardware and O/S, Networking
  

• Transaction switching

Skills and Qualifications

• Industry specific (IT or Financial) post-secondary education preferred.
  

• Strong leadership skills and ability to take ownership of issues.
  

• Strong multi-tasking skills.
  

• Strong ability to analyze data and communicate findings to others in a professional and easy to follow manner.
  

• Strong ability to understand critical issues and escalate within a timely manner.
  

• Strong communication skills (both verbal and written) in both English and French.
  

• Proven track record of providing superior client service
  

• Scheduling and time management skills
  

• Knowledge of problem-solving techniques
  

• Excellent customer service skills
  

• Experience in training, coaching, or mentoring other employees

PERKS:

• Work hybrid on a fixed schedule – 12:00pm – 8:30pm, from Wednesday to Sunday ( Mondays and Tuesdays are off), or from Saturday to Wednesday (Thursdays and Fridays are off) and be flexible to work day shift Monday to Friday, during the training period, which can take approximately 5 months into the role.
  

• Must be able to commute to the office to work a minimum of 1 day per week.
  

• Temporary to permanent position.
  

• $27.00 per hour.
  

• Competitive Salary and Benefits when role becomes permanent.
  

• Work with an innovative team and a company that continues to grow.

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

Looking for more? Sign up for our Career Tips Newsletter to receive helpful tips and tricks monthly, connect with us on Facebook, LinkedIn& Twitter, or visit kellyservices.ca.

Kelly Services (Canada) Ltd., is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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