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Bilingual Technical Support Agent


This is a Full-time position in Toronto, ON posted November 22, 2021.

We’re building a relationship-oriented bank for the modern world.

We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work.

Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit Job Description What You’ll Be Doing The Bilingual Technical Support Agent is accountable to perform after sales service technical support for Business Banking products, as well as Service and Delivery Channels for both internal and external customers.

The Bilingual Technical Support Agent is accountable for understanding the customer needs and taking responsibility for the execution of customer requests, providing relevant recommendations when appropriate and ensuring the highest degree of customer service.

This role is also accountable to perform Client Tutorials for new CIBC Cash Management Online (CMO) clients with respect to usage of the functionality and features.

Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed Client Service Focus
– Provide first level token support to external clients on token fulfillment and device inquiries/issues.

Analyze the client problem or issue, referring to the appropriate resource material or consult other experts and provide the appropriate solution.

Open tickets with 2nd level technical support to communicate and escalate variances with product or delivery channels.

Follow up with the client to ensure that their enquiries have been satisfactorily resolved.

Problem Solving
– Respond to inquiries of both a product and technical nature received by telephone, fax, letter or e-mail from internal and external clients regarding any of the delivery channels offered by Business Banking such as CMO, FTS, Lightning Fax, FX Web passwords and their related reporting products (such as Rapidtrans or EFT) Innovative
– Assist the Business Banking sales force in recommending other Business Banking products, after identifying a client’s needs or providing a resolution.

Remain fully informed and up to date on developments and enhancements relating to all Business Banking products and services Who You Are You are fluent in both English and French You understand that success is in the details.

You notice things that others don’t.

Your critical thinking skills help to inform your decision making.

You give meaning to data.

You enjoy investigating complex problems, and making sense of information.

You’re confident in your ability to communicate detailed information in an impactful way.

You’re passionate about people.

You find meaning in relationships, and surround yourself with a diverse network of partners.

You build trust through respect and authenticity.

You engage with your heart and mind.

You care about people and understand different perspectives.

You listen and learn from the experiences of others.

Values matter to you.

You bring your real self to work and you live our values
– trust, teamwork and accountability.

What CIBC Offers At CIBC, your goals are a priority.

We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential.

We aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and MomentMakers, our social, points-based recognition program Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development What you need to know CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong.

We seek applicants with a wide range of abilities and we provide an accessible candidate experience.

If you need accommodation, please contact You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit Job Location Toronto-5650 Yonge St.

14th Employment Type Regular Weekly Hours 37.5 Skills