Support Analyst Jobs

Kelly's customer, a leading provider of comprehensive, innovative and integrated payments solutions and services has 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:

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

REQUIREMENTS:

• Experience reviewing and updating and/or documenting procedures
• Experienced logging incident records in accordance with departmental procedures
• Ability to occasionally to go to Office in Markham, ON, for special events/training.
• Experience providing high level technical support and problem solving for a variety of products and services.
• Responsible for On Call duties as required
• 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.
• Strong knowledge about payments processing environment with specific experience in ATM and cards services.

Strong knowledge of Internet connectivity such as the following:

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

Experience with the following is preferred:

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

Skills and Qualifications

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

PERKS:

• Work remotely on a fixed schedule
• Competitive Salary and Benefits when role becomes permanent
• Temporary to permanent position
• $26.00 per hour
• Work with an innovative team and a company that continues to grow

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.