Support Specialist - Jobs in Edmonton, AB

Job Description

At CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up - as individuals and as a team - to accomplish our strategy.Support Specialist - 9 Month TermAt CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up – as individuals and as a team – to accomplish our strategy.CWB is on a mission to become the best full-service bank for business owners of Canada.The opportunityThe Support Specialist is responsible for providing first line support to CWB employees (Client Partners). This includes provisioning access to banking and IT services as well as ensuring any interruption in the delivery of these services is resolved as quickly as possible.Have you ever dreamed of having a job where you had the ability to talk with people all over the world Ever wanted to be all knowing and all seeing (kind of like the oracle from the Matrix) This team needs to know a little about everything and has line of sight to many key initiatives and projects on the go. Be a part of a team that works hard and has a lot of fun along the way. This group is constantly being recognized for their reliable and first-class service. If this is starting to sound exciting, send us your resume and cover letter and come and be a part of it all!The day-to-day activitiesCustomer support. Education & training. Problem solving. EnhancementsCustomer support.

• Act as an advocate for Client Partners the delivery of support services.
• Ensure all support is delivered with a focus on client experience and satisfaction.
• Provide Client Partners with quality support by performing the following in a timely and consistent fashion:
  • Understand and interpret contacts to the Support Desk
  • Accurately document contacts to the Support Desk.
  • Troubleshoot and document your work in a descriptive yet concise format appropriate for your audience (customers vs. support teams).
  • Accurately resolve Client Partners concerns or triage to the appropriate support teams.
  • Communicate and document updates on existing tickets to Client Partners and support teams as required.
  • Reviewing requests for appropriate approvals.
  • Accurately provision approved requests for IT services with attention to effective dates and timelines.

Education & advisement.

• Promote and educate Client Partners on the use of new and existing IT services.
• Advise Client Partners on system usage, with strong emphasis on the adherence to following policy and procedure,
• Identify and communicate high priority issues to the support teams based on defined processes.
• Identify and communicate outages to Client Partner based on defined processes.

Enhancements

• Recommend improvements to existing processes and procedures to increase efficiencies and improve turn-around time of Client Partner contacts.
• Create knowledge base articles for Client Partners based on CWB’s style guide.
• Create knowledge base articles for Support Desk processes and troubleshooting based on CWB’s style guide.
• Review and update existing knowledge base for accuracy and relevance

Foundational knowledge and experience to grow fromYou’ve got some education in the technology service sector – maybe a degree or a diploma or an equivalent amount of experience! You have a vested interest in information services and technology and have already spent 1 year in a help desk/client service environment and have a sound understanding of the various functions of a complete IT department. You have experience with the ServiceNow ITSM tool & you have, or you are striving to obtain your ITIL Foundations Certificate.Skills and competencies that will take you further

• Customer Service Focus. Demonstrates patience & understanding with a strong desire to help & support people.
• Trouble shooting & problem solving. Ability to understand and accurately interpret the meaning, purpose & priority of issues and requests reported by Client Partners. Identifying, analyzing & solving problems quickly & efficiently.
• Time management. Ability to prioritize & manage several tasks simultaneously with minimal supervision.
• Collaboration. Partners effectively with teammates & colleagues to deliver an exceptional experience quickly & efficiently.

• Communication. Excellent written and oral communication skills to communicate with both technical &business team members and colleagues across the organization as well as external service providers.

Why work with usWinners of Canada’s Most Admired Corporate Culture 2020& recognized as one of 50 Best Workplaces in Canada by Great Places to WorkYour voice matters. Help us shape our voice around important social & cultural matters.The opportunity to make a difference. Build a team. Make an impact. Put your mark on the CWB landscape.Flexible work arrangements. Make work make sense for you. Remote work.Physical health and mental fitness are priorities. Generous time away to practice self-care and family-care with 100% company paid benefit & support programs.Community giving. Drive economic prosperity in your community. Get involved. Volunteer. Fundraise. All with CWB support.Bring your whole self to work. Inclusion is a journey requiring practice & experience that results in a powerful outcome.Innovation. Learn. Grow. Enhance. At CWB we play to win. When we fail, we fail forward.Connection. Join, participate, lead an employee regulated group (ERG). Find a community within the CWB family.Organization wide coaching services. Strategic career design is something we work hard to deliver for all employees.Recognition. Peer to peer recognition program. Both “in the moment” and monumental!Financial rewards. Yup! We pay you too. Base plus performance incentives.Retirement investment strategy. You can’t work forever, so we have a RRSP contribution & matching program with financial advisors at the ready to help you make the most of your wealth.Company ownership. The knowledge and opportunity to impact the bottom line and be rewarded for it - every day, with our employee share purchase plan.Ignite your career. Apply with CWB today.As an equitable employer, CWB Financial Group is committed to providing a safe and inclusive environment where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require accommodation during any part of the recruitment or selection process, please reach out.Closing Date:

• Position closes at 12:01am on the close date identified below.

09/8/2022Quick Apply

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