The Bilingual Technical Support Agent is accountable to perform after sales service technical support for Business Banking products, as well as Service and Delivery Channels for both internal and external customers. The Bilingual Technical Support Agent is accountable for understanding the customer needs and taking responsibility for the execution of customer requests, providing relevant recommendations when appropriate and ensuring the highest degree of customer service. This role is also accountable to perform Client Tutorials for new CIBC Cash Management Online (CMO) clients with respect to usage of the functionality and features.
- Client Service Focus – Provide first level token support to external clients on token fulfillment and device inquiries/issues. Analyze the client problem or issue, referring to the appropriate resource material or consult other experts and provide the appropriate solution. Open tickets with 2nd level technical support to communicate and escalate variances with product or delivery channels. Follow up with the client to ensure that their enquiries have been satisfactorily resolved.
- Problem Solving – Respond to inquiries of both a product and technical nature received by telephone, fax, letter or e-mail from internal and external clients regarding any of the delivery channels offered by Business Banking such as CMO, FTS, Lightning Fax, FX Web passwords and their related reporting products (such as Rapidtrans or EFT)
- Innovative – Assist the Business Banking sales force in recommending other Business Banking products, after identifying a client’s needs or providing a resolution. Remain fully informed and up to date on developments and enhancements relating to all Business Banking products and services
Vacancy Type: Full Time
Job Location: Toronto, CA
Application Deadline: N/A