<div><p><b><span>L'opportunité - Votre carrière à<span> </span></span><span>Moneris</span><span> </span></b><span> </span></p></div><div><p><span><span>En tant que représentant(e) au centre de service, vous serez le point de contact initial de nos clients internes et externes. Vous serez responsable de traiter toutes les demandes des clients dans les délais établis, avec un haut niveau de professionnalisme et ce, dans le but d'offrir un service hors pair. Il s'agit d'un poste permanent à temps plein.</span></span><span> </span></p><p></p></div><div><p><b><span>Emplacement:<span> </span></span></b><span><span>Vous travaillerez à partir de notre bureau de Montréal dans un mode de travail hybride.</span></span><span> </span></p><p><b>Échelle salariale:</b> Le salaire de base prévu pour ce poste se situe entre $40,000 - $47,000.</p></div><div><p><b><span>Lien hiérarchique:</span></b><span><span><span> </span>Vous relèverez du Chef d'équipe, service à la clientèle</span></span><span> </span></p></div><div><p><b><span>Type de publication:</span></b><span><span><span> </span>Remplacement </span></span><span> </span></p></div><div><div><p></p></div><div><p><i><span>La rémunération totale peut également inclure des éléments variables ou discrétionnaires, y compris des primes et des commissions. Les offres d'emploi sont personnalisées en fonction de différents facteurs comme l'expérience, la formation, les compétences, les attestations et les besoins de l'entreprise.</span></i><span> </span></p><p></p></div><div><p><b><span>Vos responsabilités - Votre carrière à<span> </span></span><span>Moneris</span></b><span> </span></p></div><div><ul><li><p><span><span>Répondre rapidement aux appels entrants et aux courriels relatifs à l'ouverture ou à la fermeture de tickets.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Résoudre les tickets de manière rapide et précise, en veillant à ce que tous les détails pertinents soient documentés.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Effectuer des échanges d'appareils et s'assurer que les utilisateurs sont pleinement opérationnels après l'échange.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Transmettre les problèmes non résolus aux équipes techniques appropriées, le cas échéant.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Surveiller les alertes et les performances du système afin d'identifier et de résoudre les problèmes de manière proactive.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Respecter les accords de niveau de service (SLA) en ce qui concerne les délais de réponse et de résolution.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Fournir un service à la clientèle exceptionnel et assurer le suivi pour garantir la satisfaction des utilisateurs.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Votre profil - Votre carrière à<span> </span></span><span>Moneris</span></b><span> </span></p></div><div><p><b><span>Compétences</span><span><span> </span>et<span> </span></span><span>expérience</span><span><span> </span></span><span>requises</span></b><span> </span></p></div><div><ul><li><p><span><span>2+ années d'expérience dans un poste de service à la clientèle (dans un centre d'appels, un atout)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Diplôme d'études secondaires ou postsecondaires ; une expérience de travail équivalente peut être considérée comme un substitut au diplôme</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Maîtrise de l'anglais et du français (lu, écrit et parlé)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Bonne connaissance de Windows et de la suite MS Office</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Accepter de travailler sur des quarts de travail différents (jours, soirs, fins de semaine)</span><span>.</span></span><span> </span></p></li></ul><p></p></div><div><p><b><span>Vos avantages - Votre carrière à<span> </span></span><span>Moneris</span></b><span> </span></p><p><span><span>À<span> </span>Moneris</span><span>, nous croyons qu'il faut vous donner les moyens de réussir, tant sur le plan personnel que professionnel. En tant que membre de notre équipe, vous aurez accès à des ressources, à des occasions et à un environnement inclusif qui soutiendra votre perfectionnement et votre carrière.</span></span><span> </span></p><p></p></div></div><div><div><ul><li><p><span><span>Programme de rémunération globale complet, incluant des primes au rendement, des avantages flexibles à partir du premier jour de travail, et le choix entre un CSS (Compte Soins de santé) et un CDP (Compte de dépenses personnel)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Soutien à la planification de la retraite, comprenant des programmes de participation aux bénéfices avec contributions de l'entreprise et un régime de retraite à cotisation déterminée</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Occasions de croissance et de perfectionnement, y compris un accès illimité à Coursera, des programmes de mentorat et une plateforme technologique interne pour projets à court terme</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Soutien complet au bien-être, avec un programme d'aide aux employé(e)s et à leur famille, des soins de santé virtuels en tout temps et des initiatives de bien-être au travail</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Souplesse pour vous, sous la forme d'horaires de travail hybrides, d'un programme de travail à l'étranger et de programmes de congés payés</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Reconnaissance et récompenses, avec des programmes de reconnaissance à l'échelle de l'entreprise, des avantages bancaires exclusifs auprès de RBC et de BMO, et l'accès à des réductions avantageuses pour le personnel</span><span>.</span></span><span> </span></p></li></ul><p></p></div><div><p><b><span>Pour en savoir plus sur les avantages sociaux dont vous bénéficiez en tant<span> </span></span><span>qu'employé</span><span>(e) de<span> </span></span><span>Moneris</span><span>, rendez-vous sur</span></b><span><span><span> </span></span></span><a href="http://moneris.com/carriere" target="_blank"><i><span>Moneris.com/carriere</span></i></a><span> </span></p><p></p><div><div><p><b><span>Your Moneris Career - The Opportunity</span></b><span> </span></p></div><div><p><span><span>As a Service Desk Representative, you will be the first point of contact for Moneris customers<span> </span></span><span>requiring</span><span><span> </span>service. You will respond to,<span> </span></span><span>process</span><span><span> </span>and take full ownership of all requests for service, ensuring prompt problem resolution while delivering best-in-class customer service. This is a full-time permanent position.</span></span><span> </span></p><p></p></div><div><p><b><span>Location:<span> </span></span></b><span><span>You will work from our Montreal office in a hybrid work model.</span></span><span> </span></p><p><b>Salary Range:</b> The expected base salary range for this role is $40,000 - $47,000.</p><p><b>Reporting Relationship</b><span>: You will report to Team Lead, Customer Service.</span><span> </span></p></div><div><p><b><span>Posting Type:</span></b><span><span><span> </span>Replacement</span></span><span> </span></p></div><div><p></p></div><div><p><i><span>Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are<span> </span></span><span>determined</span><span><span> </span>by<span> </span></span><span>various factors</span><span>, including experience, education, skills, certifications, and other business needs.</span></i><span> </span></p><p></p></div><div><p><b><span>Your Moneris Career - What<span> </span></span><span>you'll</span><span><span> </span>do</span></b><span> </span></p></div><div><ul><li><p><span><span>Respond promptly to incoming calls and emails related to tickets opening or closing.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Resolve tickets in<span> </span></span><span>a timely</span><span><span> </span>and<span> </span></span><span>accurate</span><span><span> </span>manner, ensuring all relevant details are documented.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Perform device swaps and ensure users are fully operational post-swap.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Escalate unresolved issues to the<span> </span></span><span>appropriate technical</span><span><span> </span>teams.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Monitor alerts and system performance to proactively<span> </span></span><span>identify</span><span><span> </span>and resolve issues.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Follow our service-level agreements (SLAs) for response and resolution times.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Provide exceptional customer service and follow up to ensure user satisfaction.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Your Moneris Career - What you bring</span></b><span> </span></p></div><div><p><b><span>Required<span> </span></span><span>skills and experience</span><span> </span></b><span> </span></p></div></div><div><div><ul><li><p><span><span>2+ year in customer service positions (call center experience is an asset)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Hold a secondary education diploma or post-secondary education. Equivalent work experience may be considered a substitution</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Fluency in English and French (reading, writing and verbal)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Proficiency</span><span><span> </span>with Microsoft Windows / MS Office Applications</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Willingness to work shifts (days,<span> </span></span><span>evenings</span><span><span> </span>and weekends)</span><span>.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Your Moneris Career - What you get</span></b><span> </span></p><p><span><span>At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team,<span> </span>you'll</span><span><span> </span>have access to resources, opportunities, and an inclusive environment that supports your development and career.</span></span><span> </span></p><p></p></div><div><ul><li><p><span><span>Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA)</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Flexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Recognition and rewards, with company-wide recognition programs, exclusive banking<span> </span></span><span>perks</span><span><span> </span>from RBC & BMO, and access to great employee discounts</span><span>.</span></span><span> </span></p></li></ul><p></p></div><div><p><span><span>Find out more about the work<span> </span></span><span>perks</span><span><span> </span>and benefits you get as a Moneris employee at<span> </span></span></span><a href="http://moneris.com/careers" target="_blank"><i><span>Moneris.com/careers</span></i></a><span> </span></p></div></div></div></div><p></p><p></p><p>Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.</p><p></p><p>AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.</p><p></p><p>We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.</p>
