Bilingual Field Technology Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist advisors with complex technology challenges by evaluating situations, coordinating internal assistance, and guiding issues to resolution.

• Offer direct support for technology-related problems within the scope and capabilities of the role.

• Serve as a bridge between advisors and internal support teams.

• Relay recurring advisor challenges effectively.

• Aid advisors in comprehending, adopting, and utilizing Manulife technologies, services, approved workflows, and support resources proficiently.

• Provide personalized one-on-one coaching.

• Create job aids and guidance materials aimed at advisors.

• Offer insights on technology standards, cybersecurity, data management, technology risks, and technology products and services.

• Support new advisors and transitioning practices with technology setup, access, and readiness initiatives.

• Contribute to technology-related business transformations, including branch openings, relocations, and renovations.

• Provide support to clients in both English and French across Quebec and Atlantic Canada, with additional assistance for the corporate branch model as necessary.

⛳️ Requirements

• Over 5 years of experience in technology support, advisor support, field support, or a comparable client-facing IT position.

• Strong comprehension of end-user technology environments, encompassing devices, peripherals, Microsoft 365 tools, connectivity fundamentals, and typical business technology issues.

• Experience in evaluating issues, prioritizing support needs, and coordinating resolutions across various teams.

• Proficient working knowledge of Microsoft 365 and related collaboration and productivity tools.

• Capability to clearly articulate technical concepts to non-technical users in both English and French.

• Post-secondary education in a relevant field or equivalent practical experience.

• Bilingual proficiency in English and French, both written and spoken.

• Willingness and capability to travel within the Eastern region as required.

• Experience in the financial services sector or supporting independent financial advisors.

• Strong customer service orientation with the ability to build trust and credibility with advisors.

• Good judgment in determining the best approach for issue resolution and engaging internal experts.

• Highly organized and responsive, with the ability to juggle multiple priorities in a mainly reactive setting.

• Ability to balance advisor support with relevant policies, technology standards, and risk considerations.

🏝️ Benefits

• Flexible work environment that promotes well-being and inclusion.

• Health insurance coverage.

• Dental insurance coverage.

• Mental health benefits provided.

• Vision insurance coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance.

• Adoption/surrogacy benefits available.

• Wellness benefits offered.

• Employee/family assistance programs.

• Retirement savings plans available.

• Pension plan provided.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources accessible.

• Paid holidays, vacation, personal days, and sick leave.

• Statutory leaves of absence supported.

• Incentive programs and compensation linked to business and individual performance.