We are looking for a Bilingual Technical Support Analyst to provide customer service and technical support (troubleshooting) to all French and English customers on the Fundserv network.
Fundserv has been the indispensable hub for the Canadian investment industry for more than 30 years, connecting Manufacturers, Distributors, Intermediaries and Service Providers to build solutions that simplify business interactions and promote innovation in the Canadian investments industry. We do this by focusing on our corporate values of Collaboration, Adaptability, Integrity and Respect.
In this role, you will…
- Engage with French and English clients to discuss issue, cause, and resolution.
- Be the primary point of contact for Fundserv members for any technical issues they may be experiencing.
- Assist Fundserv members with training and troubleshooting for Fundserv tools and applications.
- Assist with new Fundserv product testing and rollout.
- Regularly recommend and provide solutions to customers and assist with implementations.
- Provide “on call” pager support to Fundserv members after hours on a rotational basis.
- Respond to e-mails and queued phone calls in a timely and efficient and professional manner.
Why you are the person we’re looking for…
You’ve demonstrated the ability to do the following, gained through education and/or experience:
- Proven troubleshooting, communication, and interpersonal skills.
- Excellent French & English verbal and written communication skills required.
- Discretion and judgment in troubleshooting, implementations, resolutions, and escalation.
- Excellent attention to detail.
- Ability to multi-task.
The following is not required but will be a bonus:
- Experience in using computer software programs and systems a strong asset (e.g., XML, UNIX, Linux).
- Completion of IFIC and/or CSC is an asset.
- Keen on learning new technologies, as we work with ever-changing platforms and solutions.
- Experience working in the mutual funds industry is an asset.
We recognize that there are different paths to gaining skills, so if you have diverse experience which doesn’t match the criteria exactly but you think you would be great in this role, we invite you to apply!
Why Work Here
Our Benefits & Perks
We’ve consistently been recognized as a GTA Top Employer and a Canada Top Small & Medium Employer. Below are some of the reasons why:
- Employer-paid premiums for group health plan, including a Healthcare Spending Account
- Up to $2,000 per year for mental health practitioners and corporate-wide mental health days per year
- Wellness benefit for gym memberships, workout equipment, meditation and wellness apps, and more!
- RRSP matching program
- $500 one-time stipend for home office equipment and monthly home-internet subsidy
- Access to tools like LinkedIn Learning and Pluralsight and additional training opportunities
- EI top-up programs for maternity and parental leave, family medical and family caregiver leave
Our Hybrid Work Policy
We recognize the importance of flexibility and work-life balance, and as such our hybrid model is purpose-led – we come in for a reason, not to fill a quota.