WE'RE HIRING

Position Title: ATS Service Desk Specialist (Bilingual) - RECRUITED - CAN (SLFJP) - 2 Resources.

Contract: 1 Year

Work Location: Remote/ Atria(Downtown Toronto) or Waterloo

Call Centre or customer service positions: Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.

Daily Work hours: Monday to Friday in rotation. 8am - 4pm, 9am-5pm, 10am - 6pm, 11am - 7pm, 12pm- 8pm.

Manager Notes:

Senior vs. Junior/Intermediate - Intermediate - a strong level of technical troubleshooting required

Who are the stakeholders (Internal, external and/or global)? Advisors external

What are the main 3-5 responsibilities of this resource? Technical troubleshooting, Advisor Support

What are the main 3-5 technologies of the resource? Active Directory, ServiceNow, Windows 11

Critical Skills or Must Haves? Technical experience, Call center, Strong customer service skills & client relationship focused

Is specific industry experience required? Call centre or IT desirable

Team Size and Environment (Open concept, loud, interactive, etc.)? Org of 45 -50 agents made of smaller teams of 10-14 agents

How many rounds of interview are you planning? Single

What is the target schedule for interviews? 45 minutes per interview. Interviews should be between 9am and 1pm est

Is there a possibility for extension in this role or potential for permanent hire? Yes

Why is being bilingual a necessary function of the position? To support advisors in Quebec

Daily Work hours (e.g. 9 am - 5 pm): Monday to Friday in rotation. 8am - 4pm, 9am-5pm, 10am - 6pm, 11am - 7pm, 12pm- 8pm.

Job Title: ATS Specialist

Reporting To: ATS Operations Manager (BILINGUAL)

Vision/Mission:

Sun Life is a global Financial Services company. Our Advisor Technology Support (ATS) Team are part of our award-winning Service Desk. The team is spread geographically with employees currently based in Ireland and Canada. The ATS team provide support for Advisors, their assistants and Multi-Advisor Corporations all over Canada. Right now we're looking for people who care deeply about providing exceptional Customer Service to join us.

What we do:

Here on the ATS Support Line we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.

Job role & objectives:

Once you join the team at Sun Life the training given will build the confidence you need to take calls. We don't expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching, you'll get there. You will be taught what you need to know from the technical aspect and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with some of the issues that arise and some of the technical terms used by the team but the coaching is available for every successful applicant whether or not they have ever taken any formal IT courses.

Responsibilities:

As a member of the Advisor Technology Support Team:

• You will be the first line of support for Sun Life's Advisor community's' technical issues.
• You will work as part of an IT support team, proactively coming up with solutions.
• You'll be aware that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible.
• Liaising between Advisors and ATS Specialist to schedule technical support
• Managing ATS Specialist Calendars and assign work effectively
• Have resourceful and creative problem-solving approach
• Address and triage email support
• You'll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed.
• You can search the Knowledge Base (KB) by typing in a few key words.
• You can ask more experienced colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There is also a coach available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution.
• After each call, you will log the details to help us track and learn from the calls we get to help improve our client's experiences.
• When you can't fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps.
• By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.
• You will look for opportunities to streamline your daily tasks to add value to the team, your client and sometimes both.