Support Analyst Jobs

Kelly's customer, located in Markham, ON, is a leading provider of comprehensive, innovative and integrated payments solutions and services, and they have a temp to permanent opportunity for Support Analysts who will interact with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques.

RESPONSIBILITIES:

• Investigate errors with reporting and escalate to the appropriate teams if necessary.
• Assist other agents with ATM errors when needed.
• Provide support for ATM monitoring which includes dispatching technicians and setting up tech meetings at various Credit Unions throughout Canada.
• Provide explanations to Credit Unions on card errors and codes.
• Respond to calls and emails from multiple clients in a timely manner.
• Troubleshoot Mobile wallet issues.
• Create Change Request tickets (CR’s) as needed.
• Log incident records in accordance with departmental procedures.
• Respond to client Card Order Inquiry Emails and investigate any issues such as lost cards, missing cards, non-working cards, etc.
• Troubleshoot errors with client facing applications and escalate internally as needed.
• Investigate issues with missing reports for clients and escalate to the appropriate teams.
• Respond to clients’ questions regarding our notifications and change requests.
• Process Hot Card requests.

REQUIREMENTS:

• Strong knowledge about payments processing environment with specific experience in ATM and cards services.
• Experience reviewing and updating and/or documenting procedures
• Responsible for On Call duties as required
• Experienced logging incident records in accordance with departmental procedures
• Experience interacting with clients in English. French language fluency would be an asset.
• Minimum 3 years’ experience supporting clients, and third-party vendors in a busy contact center environment.
• Ability to travel to Head Office in Markham, ON, for special events/training.
• Experience providing high level technical support and problem solving for a variety of products and services.

Strong knowledge of Internet connectivity such as the following:

• Understanding of DSL, Cable, WiFi and Satellite
• Router/Modem configuration setup
• Internet connectivity troubleshooting
• Understanding of IP Addresses and their purpose
• Understanding of Firewalls, VPN, and other Network security protocols

Experience with the following is preferred:

• Desktop Hardware and O/S, Networking
• Transaction switching
• SQL and other database basics
• Reporting tools such as Crystal Reports
• Microsoft Office Products
• Call Centre Applications such as: Zendesk, LiveAgent, RingCentral

Skills and Qualifications

• Industry specific (IT or Financial) post-secondary education preferred.
• Scheduling and time management skills
• Strong ability to understand critical issues and escalate within a timely manner.
• Proven track record of providing superior client service
• Experience in training, coaching, or mentoring other employees
• Strong communication skills (both verbal and written)
• Knowledge of problem-solving techniques
• Strong ability to analyze data and communicate findings to others in a professional and easy to follow manner.
• Strong multi-tasking skills.
• Strong leadership skills and ability to take ownership of issues.

PERKS:

• Temporary to permanent position
• Work remotely on a fixed schedule
• Work with an innovative team and a company that continues to grow
• $26k - $27k per hour
• Competitive Salary and Benefits when role becomes permanent

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Kelly Services (Canada) Ltd., is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.