Customer Service Representative - Bilingual (English/French)

Customer Service Representative - Bilingual (English/French)

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

Reporting to the Leader, Client Service Desk - the Customer Service Representative will provide end users and client support for all Managed Security Services.

You’ll be responsible for:

• Being the first point of contact for client technical support which includes Level 1 and Level 2 triage.
• Answering and troubleshooting inbound client service calls that pertain to our IT Security Systems.
• Providing instruction/education on using IT Security Systems.
• Updating clients on system outages or systemic issues.
• Analyzing client situations and escalating issues in accordance with escalation procedures.
• Creating and maintaining call, change and incident records and documenting client inquiries.
• Communicating with clients pertaining to change and incident activity.
• Contributing to the development and review of Service Desk training material and processes.
• Assisting with Service Desk and operational reporting and documentation as required.
• Providing back-up support to the Administrative Team Lead as required.
• Assisting with training and coaching.
• Responsible for all aspects of shift operations during off hours or in the absence of a Team Lead, as per business requirements.
• Monitoring Service Desk team activity and performance to ensure consistent and exceptional user support at all levels.
• Monitoring performance targets and service levels to ensure all Service Level Agreement (SLA) commitments are met.
• Other related tasks as required: From time to time your responsibilities and hours of work may be modified to adjust to changing business requirements, and the development of new and expanded Service Desk capabilities and capacities.

You bring:

• Excellent verbal and written communication skills in English and French.
• Availability to work 2-10PM, overnights and weekends.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.
• Eligibility to obtain Reliability Status (RS), based in part on 5-years of continuous Canadian residency.
• Results-focused ability to coordinate and manage several priorities and initiatives concurrently.
• Ability to work effectively in a team environment.

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you.