Bilingual Service Delivery Agent - Toronto, Canada - TD Bank

TD Bank

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

403903BR

Technology Solutions

Toronto, ON

March 22, 2023

Company Overview

Department Overview

Cards and Merchant Solutions is the largest dual issuer of Visa and MasterCard products and holds the position of #1 market share in Canada.

TD Consumer and Business credit cards are distributed nationally, leveraging our retail distribution network, direct response channels and key co-brand partnerships including Aeroplan.

TD is a leader in direct to consumer affinity marketing by way of MBNA's hundreds of partnerships with financial institutions, retailers, non-profit organization, sports teams, and other third party organizations, including private label financing.

As a trusted business partner, TD Merchant Solutions offers a full range of payment processing solutions and payment innovation for all types of businesses, including some of Canada's largest retailers.

The Merchant Delivery team (MDT) is part of the Client Delivery and Experience Team within the TD Merchant Solutions line of business and is responsible for:

On-site Deployment, Installation and Support Maintenance of TD's Point of Sale (POS) payment equipment at merchant locations throughout Canada
Second Level Technical support for onsite Technicians
Scheduling and implementation of major merchant and product rollouts
Complete Lifecycle Management and Inventory including Security Key injection

Job Description:

Ready to dive in?

Activities include but not limited to:

Act as a Subject Matter Expert and escalation point for our field technicians who support TD Point of Sale Devices.
Liaise with internal and external partners to ensure a consistent and frictionless installation and support process for TD Merchants
Identify, resolve, and/or escalate service delivery issues and/or complaints
Perform Base 24 and TEM\\TMS updates
Conduct Product testing, documenting bug\\device performance
Product Training
Updating Service Tickets/logs
Monitors install and service tickets to ensure it's completed in a timely manner
Resolve internal, external partners inquiries and customer complaints quickly and efficiently
Ensure proper call resolution and completion
Stay updated on current procedures, products, and services
Offer expertise and technical support regarding products and services

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Required Bilingual English\\French.

Busy? Yes, but never bored.

Requirements:

What can you bring to TD?

Knowledge of Networking Fundamentals, including LAN/WAN, VPN, Routing, Firewall and remote communication
3 + Years in Hardware\\Software support experience
Excellent interpersonal, verbal, and written communication skills.

(English\\French):

Focus with attention to detail and dedication to the task at hand.
Proven time management / organizational skills
The ability to prioritize and multitask.
Strong team player
Logical/analytical thinker
Problem Solving skills
Proficiency with Microsoft Office
The ability to operate under tight deadlines in a fastpaced call centre
Knowledge of Electronic Payment devices/Point of Sale systems preferred
Knowledge of MFOCUS, BASE 24 and TEM\\TMS an asset
Excellent phone etiquette
Excellent customer service skills

Additional Information

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.