Insight Global is seeking Help Desk Representatives to support our banking client within their Treasury and Payment Solutions (TPS) organization. The Help Desk Representatives will be dedicated to responding to client questions, troubleshooting technical issues, high risk transaction support and ensuring any questions regarding the changes are answered. They may spend up to 90% of their time on the phone managing these clients inquires. This individual will be comfortable communicating with internal / external clients fluently in French (written and verbal) and is eager to work within the BMO team. Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.
Provide technical and production support for products and services, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products and services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
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.
Protect the Banks 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 Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
1+ years of Help Desk experience / call center environment
Comfortable with computers and softwares/ technical background
excel, MS office,
Ability to work within a fast paced/high volume environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.