Digital Support Analyst

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

📋 Description

• Provide assistance to BMO InvestorLine clients facing challenges with the InvestorLine website, mobile app, and associated digital services.

• Manage technical support cases that come through transferred calls, escalations, and email referrals.

• Diagnose client issues, coordinate investigations, oversee follow-ups, and ensure timely communication until resolution.

• Take charge of complex, ongoing, or unresolved technical support cases.

• Act as the primary contact for clients dealing with digital platform issues.

• Assess whether issues are specific to the client, account, device, browser, or if they involve broader platform incidents.

• Recognize escalation paths to technology, cybersecurity, fraud, operations, or external service providers.

• Examine, diagnose, and resolve concerns related to the website, mobile app, login, navigation, functionality, and account access.

• Assist clients through troubleshooting procedures and technical solutions.

• Reproduce reported issues to confirm problems and identify root causes.

• Articulate technical concepts and solutions in a manner that is accessible to clients.

• Supply frontline teams with resolution guidance and reusable troubleshooting instructions.

• Oversee active technical support cases from initiation to resolution.

• Keep precise records of client communication, troubleshooting activities, and results.

• Prioritize cases based on urgency, client impact, and business risk.

• Monitor ongoing cases to ensure service levels and follow-up commitments are fulfilled.

• Provide status updates to clients and internal stakeholders.

• Escalate unresolved issues to internal support teams.

• Identify potential widespread incidents based on case patterns, client reports, alerts, and known platform issues.

• Escalate suspected high-impact incidents following established incident-management protocols.

• Maintain expert knowledge of the InvestorLine website, mobile app, and digital tools.

• Stay updated on releases, enhancements, known problems, and platform modifications.

• Spot recurring issues and recommend process improvements.

• Assist in testing and validating solutions for reported technical problems.

• Document troubleshooting procedures and contribute to knowledge-sharing resources.

• Support clients using the BMO Active Trader platform.

• Ensure a superior client experience during technical challenges.

• Exhibit empathy, professionalism, and patience while addressing client concerns.

• Set expectations regarding resolution timelines and next steps.

• Advocate for clients by ensuring thorough investigation and resolution of issues.

⛳️ Requirements

• Minimum of 2 years in customer service, technical support, help desk, or troubleshooting roles.

• Proven experience managing client cases or service requests from initiation to resolution.

• Familiarity with supporting digital applications, websites, mobile platforms, or online services.

• Strong aptitude for technology with the capability to diagnose and resolve technical issues.

• Advanced knowledge of web browsers, mobile devices, operating systems, and online applications.

• Outstanding problem-solving and analytical abilities.

• Excellent organizational and time management skills.

• Strong verbal and written communication skills.

• IIROC licensing as an Investment Representative – Equities and Options is a plus.

• Technical certifications are considered advantageous.

• Must be fully flexible to work between 8am-6pm EST, Monday to Friday.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Access to tools and resources to achieve new milestones.

• Accommodations available upon request for candidates participating in all aspects of the selection process.