Digital Support Analyst, Bilingual in French and English

Job Description:

  • Support BMO InvestorLine clients experiencing issues with the website, mobile application, and related digital services
  • Own complex, recurring, or unresolved technical support cases from transferred calls, escalations, and email referrals
  • Serve as the primary point of contact for clients experiencing digital platform issues
  • Determine whether issues are client-specific, account-specific, device-related, browser-related, or broader platform incidents
  • Escalate issues to technology, cybersecurity, fraud, operations, or third-party service providers
  • Investigate, diagnose, and resolve website, mobile app, login, navigation, functionality, and account access concerns
  • Guide clients through troubleshooting steps and technical resolutions
  • Recreate reported issues to validate problems and identify root causes
  • Explain technical concepts and solutions in client-friendly language
  • Provide frontline teams with resolution guidance and reusable troubleshooting instructions
  • Manage active technical support cases from intake to resolution
  • Maintain detailed records of client interactions, troubleshooting activities, and outcomes
  • Prioritize cases based on urgency, client impact, and business risk
  • Monitor open cases to meet service levels and follow-up commitments
  • Provide status updates to clients and internal stakeholders
  • Identify potential widespread incidents from case patterns, client reports, alerts, and known platform issues
  • Escalate suspected high-impact incidents using established incident-management processes
  • Maintain expert knowledge of the InvestorLine website, mobile application, and digital tools
  • Stay informed about releases, enhancements, known issues, and platform changes
  • Identify recurring issues and recommend process improvements
  • Assist in testing and validating solutions
  • Document troubleshooting procedures and contribute to knowledge-sharing resources
  • Support clients with the BMO Active Trader platform
  • Deliver an exceptional client experience during technical situations
  • Demonstrate empathy, professionalism, and patience while managing client concerns
  • Set expectations regarding resolution timelines and next steps
  • Advocate for clients by ensuring issues are thoroughly investigated and addressed

Requirements:

  • 2+ years of customer service, technical support, help desk, or troubleshooting experience
  • Experience managing client cases or service requests from initiation through resolution
  • Experience supporting digital applications, websites, mobile platforms, or online services
  • Strong technology aptitude with the ability to diagnose and troubleshoot technical issues
  • Advanced knowledge of web browsers, mobile devices, operating systems, and online applications
  • Exceptional problem-solving and analytical skills
  • Strong organization and time management abilities
  • Excellent verbal and written communication skills
  • Strong verbal and written language skills in both French and English
  • CIRO licensed as an Investment Representative – Equities and Options is an asset
  • Technical certifications would be considered an asset

Benefits:

  • Performance-based incentives
  • Discretionary bonuses
  • Other perks and rewards
  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
  • In-depth training and coaching
  • Manager support
  • Network-building opportunities
  • Tools and resources to reach new milestones
  • Accommodations available on request during the selection process
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