Help Desk Analyst

  • Date Posted Nov 25, 2021
  • Location Montreal, Quebec
  • Job Type Contract
  • Job ID 13462

Are you a versatile self-starter with demonstrated ability to take initiative and work independently with attention to detail? Then, apply now!

Working with one of our top financial clients this role calls for a Help Desk Analyst who will be responsible for the prompt and effective resolution of technical and production issues for the entire slate of Treasury and Payment Solutions products/services for clients in all segments. The candidate will use independent judgment, analysis, and initiative to resolve problems and make recommendations and deliver impromptu end-user operational training as needed. The candidate will proactively maintain communications with callers throughout the analysis and resolution process, particularly in difficult customer situations, to keep them formed of status and will escalate calls to senior staff members upon the determination that the problem exceeds their level of experience. The candidate will follow procedures and department processes to record initial contact information, steps were taken toward resolution, and final resolution into the department's Call Management system to assist in developing and maintaining solutions in knowledge-based systems and ensure systemic issues can be identified and rectified. The ideal candidate possesses strong communication, analytical, and problem-solving skills and is flexible, adaptable, and able to work in a face-paced environment

Responsibilities:

  • Respond to customer questions received via telephone calls, callbacks, emails, and help desk requests.
  • Provide technical and production support for TM/FX/CC products and services.
  • Assist customers in troubleshooting and resolving issues during deployment and ongoing use of products and services, diagnosing and working through complex problems.
  • Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown.
  • Escalate issues that are beyond the level of expertise through the appropriate channels.
  • Maintain up-to-date knowledge and understanding of products, services, processes, and relevant legal, regulatory, and technology requirements.
  • Conduct Risk Management and control.
  • Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
  • Protect the company’s assets by adhering to all applicable regulations, Policies, and Procedures, legal and ethical requirements, process requirements, established risk guidelines, and regulation requirements.
  • Maintain the confidentiality of both customer and company information to protect the customer and the company and to ensure compliance with company Policies and Procedures.
  • Follow security and safeguarding procedures per company policy for the prevention of loss due to fraud, money laundering, or defalcation.
  • Identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

Desired Skill Set:

  • Undergraduate degree.
  • 1 year of customer service experience.
  • Fluency in English and French

Nice to Have:

  • Experience working in a contact center.

BeachHead is an equal opportunity agency and employer. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.

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