City : Ottawa

Category : Full time

Industry : Financial Services

Employer : Interac

2Keys Corporation is focused on designing, integrating, and operating security solutions for the Public Sector, Financial Institutions, and Commercial Enterprises. We offer high availability Identity and Access Management (IAM) services encompassing user authentication, credentials, and identity attributes.

Customer Service Representative (Bilingual)

You're great at...

• First point of contact for client technical support which includes Level 1 and Level 2 triage.

• Providing bilingual client support.

• Answering and troubleshooting inbound client service calls that pertain to 2Keys 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.

• Assist with Service Desk and operational reporting and documentation as required.

• Assist with training and coaching.

• Provide back-up support to the Administrative Team Lead as required.

• Be 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.

• Monitor 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.

Who are you?

• Excellent verbal and written communication skills.

• Must be eligible to work for Interac Corp. in Canada in a Full Time Capacity.

• Must have Reliability Status (RS) or be eligible (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.

2Keys Recruitment Process and Accommodations
2Keys Corporation thanks all applicants; however, only those selected for an interview will be contacted.

2Keys is an inclusive workplace. We are committed to supporting accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position.  Applicants need to make their accommodation requirements known when contacted.