COMPLETE Customer Service Representative

Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
As a Customer Support Representative, you will assist the operations department in providing professional customer support and ensure customer satisfaction.

The hired person will be the contact person interacting with clients, vendors and senior management, to identify and resolve problems and to provide helpful information, answering questions.
Expertus, an IBM company is a Montreal-based fintech company specializing in end-to-end digital payments, to help clients address the aging payments infrastructures used by banks, credit unions, regulatory agencies and large corporations. The acquisition strengthens IBM's portfolio as an end-to-end payment’s platform solution provider, further advancing IBM's hybrid cloud and AI strategy.

Your primary responsibilities include:

• Responding promptly to customer inquiries
• Acknowledge, respond, and manage request for assistance by email, phone and the ticketing system
• Assist the operations team to manage tickets based on Service Level Agreement (SLA) in place for each customer
• Support certain technical and non-technical requests such as walking customers through basic troubleshooting or setup processes
• Communicating and coordinating with colleagues from offshore India, onshore Montreal-Ottawa- Toronto
• Keeping records of customer interactions, transactions, comments, and complaints
• Create incident report for major incident with details and timeline, root cause analysis and action items from the internal teams
• Production of reports with metrics related to customer experience
• Help organize monthly/quarterly governance operational meeting with customers
• Providing feedback on the efficiency of the customer service process
• Write and maintain the documentation required for customer support and experience

Required Technical and Professional Expertise

• Exposure to customer support
• Experience with Jira Service Desk or similar product
• Experience with Microsoft Office tools (Word, Excel, Powerpoint, Outlook)
• Great attention to details
• Clear credit check is required for this role

Preferred Technical and Professional Expertise

• Knowledge of the banking sector