Kelly's customer, a leading provider of comprehensive, innovative and integrated payments solutions and services has a temp to permanent opportunity for Support Analyst who will interact with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques.

　　**THIS IS* _NOT_ _AN IT TECHNICIAN ROLE*_

　　Applicants must be able to work overnight shifts from 9:30pm - 6:00am, from Friday to Tuesday ( Wednesdays and Thursdays are off), and be flexible to work day shift Monday to Friday, during the training period, which can take approximately 5 months into the role.

　　RESPONSIBILITIES:

　　Provide support for ATM monitoring which includes dispatching technicians and setting up tech meetings at various Credit Unions throughout Canada.

　　Log incident records in accordance with departmental procedures.

　　Respond to calls and emails from multiple clients in a timely manner.

　　Respond to client Card Order Inquiry Emails and investigate any issues such as lost cards, missing cards, non-working cards, etc.

　　Investigate issues with missing reports for clients and escalate to the appropriate teams.

　　Investigate errors with reporting and escalate to the appropriate teams if necessary.

　　Troubleshoot errors with client facing applications and escalate internally as needed.

　　Provide explanations to Credit Unions on card errors and codes.

　　Create Change Request tickets (CR’s) as needed.

　　Troubleshoot Mobile wallet issues.

　　Respond to clients’ questions regarding our notifications and change requests.

　　Process Hot Card requests.

　　Assist other agents with ATM errors when needed.

　　REQUIREMENTS:

　　Minimum 3 years’ experience supporting clients, and third-party vendors in a busy contact center environment.

　　Experience interacting with clients in English. French language fluency would be an asset.

　　Strong knowledge about payments processing environment with specific experience in ATM and cards services.

　　Experience providing high level technical support and problem solving for a variety of products and services.

　　Experienced logging incident records in accordance with departmental procedures

　　Experience reviewing and updating and/or documenting procedures

　　Responsible for On Call duties as required

　　Ability to occasionally to go to Office in Markham, ON, for special events/training.

　　Strong knowledge of Internet connectivity such as the following:

　　Internet connectivity troubleshooting

　　Router/Modem configuration setup

　　Understanding of IP Addresses and their purpose

　　Understanding of DSL, Cable, WIFI and Satellite

　　Understanding of Firewalls, VPN, and other Network security protocols

　　Experience with the following is preferred:

　　Call Centre Applications such as: Zendesk, LiveAgent, RingCentral

　　Microsoft Office Products

　　SQL and other database basics

　　Reporting tools such as Crystal Reports

　　Desktop Hardware and O/S, Networking

　　Transaction switching

　　Skills and Qualifications

　　Industry specific (IT or Financial) post-secondary education preferred.

　　Strong leadership skills and ability to take ownership of issues.

　　Strong multi-tasking skills.

　　Strong ability to analyze data and communicate findings to others in a professional and easy to follow manner.

　　Strong ability to understand critical issues and escalate within a timely manner.

　　Strong communication skills (both verbal and written)

　　Proven track record of providing superior client service

　　Scheduling and time management skills

　　Knowledge of problem-solving techniques

　　Excellent customer service skills

　　Experience in training, coaching, or mentoring other employees

　　PERKS:

　　Work remotely on a fixed schedule - 9:30pm - 6:00am, from Friday to Tuesday ( Wednesdays and Thursdays are off), and be flexible to work day shift Monday to Friday, during the training period, which can take approximately 5 months into the role.

　　Temporary to permanent position

　　$26.00 - $27.00 per hour

　　Competitive Salary and Benefits when role becomes permanent

　　Work with an innovative team and a company that continues to grow

　　Why Kelly®?

　　As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance and opportunities needed to take your career where you may have never imagined.

　　About Kelly®

　　At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best and our employment opportunities span a wide variety of workstyles, skill levels and industries around the world.

　　Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

　　Looking for more? Sign up for our Career Tips Newsletter to receive helpful tips and tricks monthly, connect with us on Facebook, LinkedIn& Twitter, or visit kellyservices.ca.

　　Kelly Services (Canada) Ltd., is committed to providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

　　As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

　　Get a complete career fit with Kelly ® .

　　You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

　　About Kelly

　　Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

　　Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.