Digital Support Analyst, Bilingual in French and English

Job not on LinkedIn

🔥 20 hours ago

🇨🇦 Canada – Remote

💵 $45k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 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