Analyst, Infra CX

As one of the world's leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.

If you're looking for challenging work, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day

Your Team
The team is responsible for providing technology related support and premier service across 76 offices in 26 countries that span 4 continents. This involves addressing key issues as they arise and proactively identifying areas of improvements and performance gaps that cause internal customer friction. We look for process improvement opportunities, and new and innovative ways to get feedback and act on it.

Your Role
As a key member of the Service Desk, you will play an important role in supporting our business partners and maintaining a secure environment – as the gate keeper of access at the front line Working as part of a supportive and high performing team, you will answer incoming phone calls, chat and email support as well as more technical offline work which allows you to continue to grow your technical experience and toolset.

You Will Be Responsible For:

• Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner
• Monitors outstanding tickets, collaborating often with the global team
• Utilize group chat channels in Skype to escalate trends with our global stability colleagues
• Logging all phone calls received in ServiceNow under the appropriate application or device to allow for proper tracking and reporting
• Other than providing support via incoming calls, be able to prioritize monitoring chat queues, shared mailboxes, shared voicemail mailbox
• Follow our security verification processes to ensure safety and security data and access in our environment
• Stays on top of current developments and trends in information technology through networking, continuing education and industry/technology publications

The Experience You Bring:

• College Diploma or Bachelor's Degree in Computer Information Systems or Technology is preferred
• Individuals with experience supporting clients in a LAN/WAN environment is an asset
• Windows Operating Systems and Microsoft Office product support knowledge is preferred
• Customer support experience within a dedicated call center environment
• Candidates must also demonstrate evidence of accomplishing high levels of customer service
• If you see something, say something Proactive curious nature assists with getting in front of issues before they escalate
• Comfort assisting people of all levels of technical abilities
• Maintaining patience, professionalism and courtesy in a fast-paced working environment
• Creative problem-solving skills along with natural curiosity and the ability to independently learn
• The ability to cooperate in a team environment is critical

Charlottetown Salary Disclosure:

The base salary for this role in Charlottetown is in the $40-43k CAD range. The total compensation offered for this position includes salary and incentive pay and will vary based on skills and experience. For locations outside of Charlottetown, the salary will be commensurate accordingly to the local market and will vary based on skills and knowledge.

Full time

Employee

No

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.

Our people are at the very core of our success and we strive to provide employees with a competitive total rewards package which includes:

• Hybrid working environment

• RRSP Contributions

• Health & Wellness Benefits

• Work flexibility Programs

• Parental Leave Benefits

• Study Support

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.