Technical Support Analyst Jobs

Requisition ID: 179370

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

Technical Support Analyst, Global Business Payments - Scarborough, ON

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:

• Working with Subject Matter experts, Sr. Technical Support Analysts and/or Management obtain viable solutions to customer problems.
• 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;
• 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;
• Liaising with multiple departments and business areas to effect resolution of 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; and

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

• Providing input and guidance to first level Customer Technical Support analysts on implementation issues, as required.
• Issuing detailed set-up instructions and operating User Guides to the customer, providing telephone support to resolve Digital Baking product functionality, or procedural problems;
• Recommending the customizing of Digital 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 effect customer/account set-up, necessary authorizations accesses and facilitating connectivity, application and parallel testing to ensure proper implementation; and

Contributing To The Sale Of Electronic Banking Products By

• Forward referrals on electronic banking products/solutions to respective Global Business Payments Sales representatives, Small Business Advisors, BSC or Cash Management Contact Center or based on customer requests obtained during support calls.
• 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; and
• Working with Global Business Payments Relationship Managers and Small Business Advisors on the features of GBP Cash Management Digital 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;

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

• Reviewing user guides, procedures documents and other customer and internal documentation to ensure that technical and operational issues are satisfactorily addressed.
• Providing feedback/information on competitor product and customer reaction to Digital 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; and

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; and
• 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;
• Incoming hotline calls are properly logged and updated as per department standards;
• Department procedures stay current for the products for which the individual provides primary and secondary support.

Do you have the skills you need to succeed?

We'd Love To Work With You, If You Are

• Resilient and agile to work in a fast-paced environment and with changing priorities
• Results oriented and a competent problem solver in order to achieve desirable resolutions to customer problems and exude confidence when dealing with our clients
• Technically strong in providing operational support with software and telecommunications troubleshooting
• Able to work well both independently and in a team environment
• Analytical, detail oriented and committed to accuracy
• Customer service oriented in order to deal effectively with all customers (internal and external) at all levels
• Knowledge of host to host or FTP connections would be an asset
• Empathetic and experienced in building business relationships with members of organizations with varying hierarchal positions

What’s In It For You

• A great opportunity for a position within GBP, which is a key area of focus for Scotiabank
• A chance to join a vibrant high-performing team that is supportive and accountable
• A rewarding career path with diverse opportunities for professional development
• Career progression opportunities. We hire you for your talent and not just for the job. We want to see you succeed not just in your role but in your career as a whole
• Internal development to support your growth and enhance your skills
• This is a full-time role that offers competitive compensation and benefits package
• Working in an inclusive and collaborative environment that encourages creativity, curiosity, and celebrates success

Note

• Acting as an escalation point for irate clients can be a very stressful experience. You'll frequently be confronted with customers requiring immediate action. These requests, coupled with unpredictable and fluctuating deadlines and changing priorities subject the incumbent to potentially stressful situations on a regular basis.
• Tight schedules and deadlines due to business needs may require you to work overtime occasionally. The Help Desk operates on most provincial holidays - modified hours ( 8 am - 4 pm).
• The CS&S Help Desk operates from 8 a.m. to 8 p.m. ET Monday to Friday.

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.