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Bilingual Technical Support Analyst

The Judge Group - Toronto

This is a Contract position in Toronto, ON posted October 3, 2017.

Our client is currently seeking a Bilingual Technical Support Analyst for their location in downtown Toronto.

This job will have the following responsibilities: 

  • Respond to customer communications (email, phone, fax) in both French and English, troubleshoot, analyze, and resolve cases in a timely manner, escalating to other teams or management when appropriate
  • Communicate any delays with clients and negotiate an appropriate timeline for issue resolution
  • Clarify company Standards to clients
  • Log all customer interactions into the corporate ticketing system
  • Monitor, analyze, and interpret system notifications to ensure processes are working properly and client files and responses are delivered and received according to specifications
  • Fulfill service delivery requirements by ensuring that customer documents are sent out on time, reviewing incoming customer documents for completeness, and ensuring that Code Registry process rules and regulations are followed
  • Respond to internal alerts and escalate to customers as required
  • Conduct user acceptance testing (UAT) for applications and customers
  • Provide support to clients during Client UAT testing period.
  • Participate in new client testing to ensure clients comply with company standards
  • Fulfill the Technical Support requirements for non-financial audits
  • Provide on-call after hours support on a rotational basis

Qualifications & Requirements:

  • You have 2+ years of experience working on a customer technical support desk
  • You pride yourself on your excellent customer service and verbal and written communication skills
  • You have experience managing support cases related to application support, transaction processing, and network connectivity
  • You’ve worked with case management tools.
  • You have very strong technical, analytical, problem solving & multi-tasking skills
  • Flexibility to provide on-call after hours support on a rotational basis
  • It would be helpful if you had the following, but it’s not a requirement:
      • Familiarity with the company Standards
      • Investment fund industry experience
      • CSC, CIFC, and IFIC
      • Experience with software programs and systems (UNIX, XML)

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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