Digital Support Advisor

2 months ago

Calgary, Canada Suncor Energy Full time

Joining Suncor means you will work for one of the best companies in Canada, providing tremendous future potential where talented people thrive and lead. As our business evolves, so do our employment opportunities. Our work culture includes a dynamic mix of professionals, with a diversity of skills and expertise.

In this role you will work with cross functional teams, in a fast paced environment, to support the operations of the Consumer Digital Products team.

Minimum Requirements:

- Proficiency with SQL Query, ITIL management, and Dashboard navigation
- Understanding of CRM/ERP systems, payment systems, Agile concepts, mobile app & eCommerce fraud tools
- Front line customer service support experience
- Self starter, deals with ambiguity, investigation mindset, naturally curious in root causes, customer centric
- Experience with process workflows (i.e. for mobile and web we need the ability to understand the customer experience; at the same time the person needs to understand the integrations between our systems)
- Ability to re-phrase and communicate technical instructions into simple words (so that the CSN is able to drive the customer)

**Responsibilities**:

- Handles escalations of tickets associated to Mobile, Web and Loyalty products submitted by CSN L3 representatives.
- Completes a preliminary investigation with tools available to them (triage)
- Ability to investigate issues with mobile transactions and provide recommendations to the CSN, capture discrepancies with the KT material / add enhancements
- Acts as a digital business representative and line of communication between CSC & CSN until ticket completion.
- Tracks trends and submits bugs or required enhancements to Digital Product Owner / SCRUM Master to be prioritized in Product Backlog.
- Monitors and supports the investigation of digital fraud associated to Mobile Apps, Web and Loyalty products.
- Knowledge in Mobile app fraud tools, chargebacks and SMS verification methods.
- Ability to investigate Loyalty transactions through Loyalty Management system
- Attends Sprint Reviews for each Product Team as well as any other ceremonies on request of the Product Team.

Location and other Key Details:
- You will work out of our Calgary head office, located in the Suncor Energy Centre at 150 -6th Ave S.W.- Hours of work are a regular 40-hour work week, Monday to Friday- Our business professional roles follow internal compensation guidelines and the pay band will generally be based years of experience and scope of work- Depending on the nature of the role, we have implemented a Hybrid Work Model to provide our employees with flexibility.

Why Suncor?

Suncor's operations include oil sands development, production and upgrading; offshore oil and gas; petroleum refining in Canada and the U.S.; and the company's Petro-Canada retail and wholesale distribution networks (including Canada's Electric Highway, a coast-to-coast network of fast-charging electric vehicle stations). Suncor is developing petroleum resources while advancing the transition to a low-emissions future through investment in power, renewable fuels and hydrogen.- With a strong strategy for growth and our long-standing approach to sustainability, operational excellence, capital discipline and technology and innovation, Suncor offers a solid foundation for you to continue building your career. We offer rewarding opportunities for you to learn, contribute and grow in a variety of career-building positions - all of which means tremendous potential for your future. We are focused on deepening our commitment to inclusion and diversity and creating a respectful workplace.

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