Tech Support Analyst

What is the Opportunity?

RBC offers exciting roles as Tech Support Analysts. This role will be the first point of contact for RBC Employee interactions dealing with technical issues. You will resolve basic technical issues via telephone, chat or other electronic media while working with the Support Services ticketing system. You will collaboratively work with teammates and other technical support teams. As a Support Services Analyst you will be required to adhere to SLAs, troubleshoot technical issues, have efficient IT documentation skills, handle interaction resolution and escalation, and provide a high level of customer support while working in this highly visible position.

Initial training will be carried out over a two-week period in which you will need to be available during the day Mon – Fri.

What will you do?

• Monitoring and categorizing incoming calls and chats analyzing frequently asked questions and defining procedures.

• Resolve technical issues that the caller is experiencing.

• Accurately escalate to Level 2 support teams.

• Evaluating the efficiency of new tools and utilities, used for help desk services.

• Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems.

• Ensuring employees receive excellent support during their engagement.

• Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony, and remote access.

• Will be supporting employees by Chat and Calls.

• Must demonstrate professionalism along with an upbeat cheerful pleasant manner.

Hours of Work:

• This is a Work from Home position.

• Our desk is open 365 days a year, 24 hours a day. Including Statutory Holidays.

• Must be able to work 37.5 hrs a week. Days, Nights and Weekends.

• Require a quiet and secure space within your home to perform your role.

• Strong Internet/Wifi connection required.

What do you need to succeed?

 Must have:

• Excellent communication skills both oral and written.

• Previous Customer Service Experience.

• Strong analytical and technical disposition.

• Good understanding on Computer Operating systems and Microsoft Office applications.

• Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms (IOS, and Android), printers, IP telephony, and technical ticketing platforms.

Nice-to-have:

• Bilingualism (English and French)

• Previous Service Desk Experience.

• VPN and RSA experience/knowledge.

• University Degree or College Diploma, Certifications.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Opportunities to do challenging work.

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Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above