Technical Support Analyst, Global Business Payments

Requisition ID: 171217

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Technical Support Analyst, Global Business Payments - Scarborough, ON**

**Purpose**

In this role you will be accountable for the provision of technical support for a wide variety of GBP Cash Management Digital Banking products to a highly technical and diverse base of Corporate, Commercial, and Small Business customers of the Bank.

**Is this role right for you? **In this position you'll be**:
Providing technical/customer support for products supported by the Help Desk by:

- Responding to hotline calls received from our customers and promptly determining the nature of the customer query to provide viable solutions to hardware, software, telecommunications, product or procedural problems
- Liaising with multiple departments and business areas to effect resolution of problems
- Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented
- Providing recommendations to customers regarding operational and/or technical changes, to prevent recurrence of similar problems
- Raising problem logs on all issues which negatively impact customer service as per Bank standards and escalating to management to effect pertinent resolutions in a timely manner
- Working with Subject Matter experts and experienced Technical Support Analysts to obtain viable solutions to customer problems

Undertaking the implementation of the Bank’s Electronic Banking products in the customer and Bank environments by:

- Issuing detailed set-up instructions and operating User Guides to the customer, providing telephone support to resolve hardware, software, telecommunications, product functionality, or procedural problems;
- Supporting the customization of electronic banking solutions/products
- Liaising with Symcor, service bureaux, branches, Regional and Provincial Offices, International Banking Division Payments Department, New York Agency and other Bank departments as required to impact customer/account set-up
- Giving input and guidance to first level Customer Technical Support analysts on implementation issues

Contributing to the sale of Electronic Banking products by:

- Working with Global Business Payments and Relationship Managers and Branch Account Personnel on the features of electronic banking products/solutions, implementation procedures, time frames, operational procedures and deadlines
- Advising as a technical consultant on how a given customers’ hardware and software environment will best interface with a given electronic banking product
- Providing support on sales calls regarding available technical options, and recommending solutions to determine the product or mix of products best suited to the customer’s business needs
- Forward referrals on electronic banking products/solutions to respective Global Business Payments Sales representatives based on customer requests obtained during support calls.

Contributing to enhancing the competitiveness, marketability, and efficiency of BNS Products supported by CS&S:

- Providing feedback/information on competitor product and customer reaction to electronic banking products, technical and operational features as observed from interaction with customers or Global Business Payments representatives and providing recommendations to C&S Help Desk Management
- Reviewing user guides, procedures documents and other customer and internal documentation to ensure that technical and operational issues are addressed.

Contributing to other department objectives by:

- Developing, writing, and submitting quality procedures and guidelines to existing products that are enhanced, as well as most common support problems
- Assisting with the cross training of entry level and other Technical Support Analysts, on the group of products for which the incumbent has been assigned.

Contributing to Department Quality Standards by ensuring:

- Daily Telephone Service Factors established as departmental targets are consistently being met
- Responding to incoming hotline calls and properly log and update as per department standards
- Ensure department procedures stay current for the products for which the individual provides primary and secondary support
- Adhere to all documented ISO procedures and submitting changes/new procedures

**Do you have the skills you need to succeed? We'd love to work with you, if you are**:

- A technical expert in telecommunications, hardware, and software support
- Knowledge of host to host or FTP connections would be an asset
- Customer service oriented to deal effectively with all customers (internal & external) at all levels
- Experienced in building business relationships with other members within the organization, who subscribe to electronic products/services
- Results oriented and a c