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Technical Product Support - Client Service Analyst

Job Description

SUMMARY:
The Technical Support Analyst is responsible for providing second level support to the Merchant Customer Service Help Desk, by providing a superior level of service and technical support. The incumbent is required to resolve complex problems and provide consultation services to Merchants relative to highly technical solutions to meet the customer's needs. Negotiating implementation schedules for either individual or multi-site installations with internal departments and/or 3rd parties, and conducting on-going follow-up to ensure committed targets are met. This individual will also interact with other internal departments such as M.I.T, Relationship Management, Sales, Product, and L&D. The Technical Support Analyst reports to the Team Manager of the Technical Support department.

Requirements:
• Typically will have one to two years of experience within a call centre environment or
• customer service industry.
• Problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential.
• Attention to detail and mental concentration are necessary for accurately performing tasks and tolerating frequent interruptions.
• Knowledge of IP communications network and VAR setup
• Possess general data communications knowledge
• Experience with Point of Sale Equipment highly desirable
• Bilingual (French) is preferable


MINIMUM QUALIFICATIONS:

Education/Experience:

1. High school diploma or GED equivalent. Preferred qualification includes college/university diploma/degree.

2. Minimum of 2 years of P.O.S industry experience.

3. Certified on the majority of the Help Desk calls types:

Omni, Advanced Communication, Ingenico, VAR, NBS, ROL

JPMorgan Chase is committed to employment equity and encourages applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.

Req #: 160011694
Location: Toronto, ON CA
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: Canadian Dollar (CAD)

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