Bilingual Service Delivery Agent

2 weeks ago

Toronto, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.

**Department Overview**

Cards and Merchant Solutions is the largest dual issuer of Visa and MasterCard products and holds the position of #1 market share in Canada. TD Consumer and Business credit cards are distributed nationally, leveraging our retail distribution network, direct response channels and key co-brand partnerships including Aeroplan. TD is a leader in direct to consumer affinity marketing by way of MBNA's hundreds of partnerships with financial institutions, retailers, non-profit organization, sports teams, and other third party organizations, including private label financing. As a trusted business partner, TD Merchant Solutions offers a full range of payment processing solutions and payment innovation for all types of businesses, including some of Canada's largest retailers.

The Merchant Delivery team (MDT) is part of the Client Delivery and Experience Team within the TD Merchant Solutions line of business and is responsible for:

- On-site Deployment, Installation and Support Maintenance of TD's Point of Sale (POS) payment equipment at merchant locations throughout Canada
- Second Level Technical support for onsite Technicians
- Scheduling and implementation of major merchant and product roll-outs
- Complete Lifecycle Management and Inventory including Security Key injection

Ready to dive in?
Activities include but not limited to:

- Act as a Subject Matter Expert and escalation point for our field technicians who support TD Point of Sale Devices.
- Liaise with internal and external partners to ensure a consistent and frictionless installation and support process for TD Merchants
- Identify, resolve, and/or escalate service delivery issues and/or complaints
- Perform Base 24 and TEM\\TMS updates
- Conduct Product testing, documenting bug\\device performance
- Product Training
- Updating Service Tickets/logs
- _ Monitors install and service tickets to ensure it's completed in a timely manner_
- _ Resolve internal, external partners inquiries and customer complaints quickly and efficiently_
- _ Ensure proper call resolution and completion_
- _ Stay updated on current procedures, products, and services_
- _ Offer expertise and technical support regarding products and services_
- **_ Required Bilingual English\\French_**.

Busy? Yes, but never bored.

**Job Requirements**

What can you bring to TD?
- Knowledge of Networking Fundamentals, including LAN/WAN, VPN, Routing, Firewall and remote communication
- 3 + Years in Hardware\\Software support experience
- Excellent interpersonal, verbal, and written communication skills. **(English\\French)**:

- Focus with attention to detail and dedication to the task at hand.
- Proven time management / organizational skills
- The ability to prioritize and multi-task.
- Strong team player
- Logical/analytical thinker
- Problem Solving skills
- Proficiency with Microsoft Office
- The ability to operate under tight deadlines in a fast-paced call centre
- Knowledge of Electronic Payment devices/Point of Sale systems preferred
- Knowledge of MFOCUS, BASE 24 and TEM\\TMS an asset
- _ Excellent phone etiquette_
- _ Excellent customer service skills_

**Additional Information**

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

**Job Family**
- IT Operations

**Job Category - Primary**
- Technology Solutions

**Hours**
- 37.5

**Business Line**
- Corporate

**Time Type**
- Full Time

**Employment Type**
- Regular

**Country**
- Canada

**Province/State (Primary)**
- Ontario

**City (Primary)**
- Toronto

**Work Location**
- 1111 Flint Road

**Job Expires**
- 02-Apr-2023

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