Description:
- Analytical investigation - Demonstrate a high level of understanding of various technologies. Investigate hard to solve problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.
- Troubleshooting skills - Research, maintain, and recommend updates to written documentation on each escalated incident and/or contact; respond to clients (telephone, email, web); escalate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.
Who you are
- You can demonstrate experience in interpreting information received from first level of response when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working, and providing high-level expertise for extensive troubleshooting.
- You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, etc.) and Service now.
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
- You look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
- You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
- 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.