Digital Support Analyst, Bilingual in French and English

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

📋 Description

• Assist BMO InvestorLine clients who are facing challenges with the website, mobile app, and associated digital services.

• Take ownership of intricate, recurring, or unresolved technical support cases that come from transferred calls, escalations, and email referrals.

• Act as the main point of contact for clients encountering digital platform issues.

• Assess whether issues are specific to the client, account, device, browser, or are broader platform-related incidents.

• Elevate issues to technology, cybersecurity, fraud, operations, or third-party service providers as necessary.

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

• Guide clients through troubleshooting steps and technical resolutions effectively.

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

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

• Provide frontline teams with guidance on resolutions and reusable troubleshooting instructions.

• Oversee active technical support cases from initial contact to resolution.

• Keep comprehensive records of client interactions, troubleshooting actions, and outcomes.

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

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

• Offer status updates to clients and internal stakeholders regularly.

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

• Escalate suspected high-impact incidents through established incident-management procedures.

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

• Stay updated on releases, enhancements, known issues, and changes to the platform.

• Identify recurring issues and suggest improvements to processes.

• Assist in testing and validating solutions.

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

• Support clients using the BMO Active Trader platform.

• Provide an outstanding client experience during technical challenges.

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

• Set clear expectations regarding timelines for resolution and next steps.

• Advocate for clients by ensuring that issues are thoroughly investigated and resolved.

⛳️ Requirements

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

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

• Experience in supporting digital applications, websites, mobile platforms, or online services.

• Strong technological aptitude with the ability to diagnose and troubleshoot technical problems.

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

• Exceptional analytical and problem-solving skills.

• Strong organizational and time management skills.

• Excellent verbal and written communication abilities.

• Proficient in both French and English with strong verbal and written skills.

• CIRO licensed as an Investment Representative – Equities and Options is advantageous.

• Technical certifications would be considered a plus.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement opportunities.

• Accident and life insurance plans.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.