Support Analyst-(Hybrid/Remote)

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Top-notch flexible benefits plan
• Access to a learning platform and educational assistance support
• Wellness Flex Fund to support personal interest and activities
• Variable annual incentive plan
• Work-life flexibility
• Hybrid work environment
• Generous annual vacation allotment
• Day off to volunteer in your community and other paid time off options
• Career development opportunities
• Retirement Plan, matched contributions at 6%
• Corporate discounts
• Subject to employment agreement
• One time allowance to set up your office for remote first employees

Job Summary:

As a Support Analyst you'll be at the forefront of delivering top-notch customer support to our valued clients. Your expertise will shine as you promptly address interactions coming in through various channels such as phone, tickets, and emails. Additionally, you'll take charge of handling routine service requests and efficiently managing assigned incidents. Your dedication to excellence will make a significant difference in ensuring our customers receive the best possible assistance.

What you'll be doing:

• Maintain current knowledge of products offered, application functionality and the high-level architecture of Central’s hosting environment. Update wiki and support procedures.
• Respond to customer enquiries and issues via phone, email, and ticketing system.
• Act as an advocate for clients with operational and technical staff.
• Recommend new or revised systems and processes to improve productivity and efficiency of the client support process.
• Must complete basic level of technical triage. Achieves determined service level agreements (SLAs).
• Request management: Schedules, manages, and communicates client requests for assistance, change requests and other such issues through a designated tracking system; monitors progress to ensure prompt and efficient resolution. Achieves determined SLAs.
• Incident management: Gathers sufficient information from the client to make an initial diagnosis; analyzes and solves the more routine issues or, when required, manages the escalation of more complex issues for resolution by a Support Analyst 2 or technical teams.
• Provide information and clarification to clients with respect to new services and products being offered.
• Escalate issues as required and ensures the resolution of service issues and the efficient and effective implementation of changes.
• Work closely with key support departments within Payments and DBPX with respect to technical and operational problems and the implementation of new or upgraded products.

What you'll have:

• 3+ years relevant customer service experience, preferably in financial services.
• Community college diploma in computer science, business administration or other related discipline with a relevant IT focus (or equivalent).
• Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
• Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required.
• Strong customer service and interpersonal skills.
• Sound knowledge of the principles, methodologies, tools, and techniques utilized in providing client support services.
• Well-developed analytical, problem solving, organizational and time management skills.

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome of all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.