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Support Analyst

3 weeks ago

Markham, Canada Everlink Payment Services Full time

**Support Analyst**
**Markham, ON**

**WWW.EVERLINK.CA**

**ABOUT EVERLINK**

Everlink Payment Services Inc. is a leading provider of comprehensive, innovative and integrated payments solutions and services for 97% of credit unions, 55% of consumer-facing schedule 1 and 2 banks, and a broad range of SMEs across Canada. In addition to supplying best-in-breed technology infrastructure and payment network connectivity via our well-established Payment Network Gateway - with operational performance that continually ranks in the upper first quartile - we offer a diversified range of integrated payments Lines of Business including:

- **ATM Managed Services**, supporting the latest technology and introducing new innovations, Everlink powers ATM networks and transaction capabilities for credit unions, banks and cardholders domestically and from abroad.
- **Card Issuance & Management**, with a history of firsts related to Card Issuance Solutions, Everlink provides a fully managed, flexible and turnkey experience ensuring credit unions, banks and other payment card issuers are able to provide the card products they need.
- **Fraud Management Solutions**, operating one of the largest service bureaus in Canada for Fraud Management Solutions, Everlink offers credit unions and banks industry-leading and custom designed solutions enhancing the protection of their members and customers.
- **Mobile Payments**, fulfilling critical service delivery requirements, Everlink remains at the forefront in the evolution of NFC based payments with extension to mobile wallets and other digital payment methods.
- **Payment Network Gateway**, operating a world class payments technology infrastructure, Everlink’s Payment Network Gateway Services provides connectivity to domestic and international payment networks for credit unions, banks and merchants to participate in.
- **Professional Services**, leveraging our extensive industry knowledge, expertise and capabilities, Everlink’s Professional Services Team partners with our clients to navigate the ever-changing payments landscape, ensuring their technology capabilities remain relevant.
- **SME Solutions**, with a broad portfolio of solutions, including merchant services and FinTech integrations, Everlink’s SME Solutions are designed to support credit union and banks SME strategies for retention, acquisition and growth.

Complementing the strength of these seven primary Lines of Business, is our ongoing commitment to Client-Centricity, which is the key element of our guiding principles. At Everlink we are dedicated to building, maintaining, and nurturing long-lasting relationships. To help our clients remain competitive and successful, we provide the innovative technologies they need to serve their growing base of members, customers, and merchants.
- **The Opportunity**_
- **Responsibilities**_
- Provide support for ATM monitoring which includes dispatching technicians and setting up tech meetings at various Credit Unions throughout Canada.
- Log incident records in accordance with departmental procedures.
- Investigate issues with missing reports for clients and escalate to the appropriate teams.
- Investigate errors with reporting and escalate to the appropriate teams if necessary.
- Provide explanations to Credit Unions on card errors and codes.
- Create Change Request tickets (CR’s) as needed.
- Troubleshoot Mobile wallet issues.
- Respond to clients’ questions regarding our notifications and change requests.
- Process Hot Card requests.
- Assist other agents with ATM errors when needed.
- **Experience**_
- Three years’ experience supporting clients, and third-party vendors in a contact center environment.
- Experience interacting with clients in English. French language fluency would be an asset.
- Strong knowledge about payments processing environment with specific experience in ATM and cards services.
- Experience providing high level technical support and problem solving for a variety of products and services.
- Responsible for On Call duties as required
- Experienced logging incident records in accordance with departmental procedures
- Experience reviewing and updating and/or documenting procedures
- Strong knowledge of Internet connectivity such as the following: Internet connectivity troubleshooting / Router/Modem configuration setup / Understanding of IP Addresses and their purpose / Understanding of DSL, Cable, WiFi and Satellite / Understanding of Firewalls, VPN, and other Network security protocols
- Experience with the following is preferred: Call Centre Applications such as: Zendesk, LiveAgent, RingCentral o Microsoft Office Products / SQL and other database basics /Reporting tools such as Crystal Reports / Desktop Hardware and O/S, Networking /Transaction switching

**Skills and Qualifications**
- Industry specific (IT or Financial) post-secondary education preferred.
- Strong leadership skills and ability to take ownership of issues.
- Strong multi-tasking s