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Tech Support Analyst

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RBC

Jan 22

Applications are closed

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Toronto
    Remote

Requirements

  • Must have:
  • Excellent communication skills both oral and written.
  • Previous Customer Service Experience.
  • Strong analytical and technical disposition.
  • Good understanding on Computer Operating systems and Microsoft Office applications.
  • Technical understanding of Microsoft Windows technologies, Microsoft Office products, the internet, Remote Access, mobile device platforms (IOS, and Android), printers, IP telephony, and technical ticketing platforms.
  • Nice-to-have:
  • Bilingualism (English and French)
  • Previous Service Desk Experience.
  • VPN and RSA experience/knowledge.
  • University Degree or College Diploma, Certifications.

Responsibilities

  • Monitoring and categorizing incoming calls and chats analyzing frequently asked questions and defining procedures.
  • Resolve technical issues that the caller is experiencing.
  • Accurately escalate to Level 2 support teams.
  • Evaluating the efficiency of new tools and utilities, used for help desk services.
  • Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems.
  • Ensuring employees receive excellent support during their engagement.
  • Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony, and remote access.
  • Will be supporting employees by Chat and Calls.
  • Must demonstrate professionalism along with an upbeat cheerful pleasant manner.

FAQs

What is the role of a Tech Support Analyst at RBC?

The Tech Support Analyst serves as the first point of contact for RBC employees dealing with technical issues, providing support via telephone, chat, or other electronic media.

What are the working hours for this position?

The position requires 37.5 hours of work per week, and the desk is open 24/7, including statutory holidays, with shifts covering days, nights, and weekends.

Is prior customer service experience required for this role?

Yes, previous customer service experience is a must for this position.

What type of technical issues will I be troubleshooting?

You will be troubleshooting basic technical issues related to computer hardware, software, mobile devices, printers, and remote access.

Is training provided for new employees?

Yes, initial training is provided over a two-week period, and you must be available during the day from Monday to Friday.

Are there opportunities for advancement within RBC?

Yes, RBC offers career development opportunities, with leaders supporting your development through coaching and management opportunities.

Do I need to have a specific educational background to apply?

While a university degree or college diploma and certifications are nice to have, they are not mandatory.

What skills are important for this role?

Important skills include excellent communication, analytical and technical skills, troubleshooting abilities, and good understanding of computer operating systems and Microsoft Office applications.

Is bilingualism required for this position?

Bilingualism in English and French is considered a nice-to-have but is not mandatory.

What benefits does RBC offer for this position?

RBC offers a comprehensive Total Rewards Program that includes bonuses, flexible benefits, competitive compensation, commissions, and stock options where applicable.

How can I apply for this position?

You can apply through the RBC careers website by submitting your application before the deadline of March 18, 2025.

Will I need to provide my own workspace at home?

Yes, you will need a quiet and secure space within your home to perform your role effectively.

What equipment do I need to have for this job?

You will need a strong internet/Wi-Fi connection and may need to use your own computer equipment depending on the company's policy.

How does RBC support diversity and inclusion in the workplace?

RBC is committed to building inclusive teams and an equitable workplace, actively tackling issues of inequity and systemic bias to support their diverse talent, clients, and communities.

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RBC

Ideas Happen Here.

Finance
Industry
10,001+
Employees
1864
Founded Year

Mission & Purpose

Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 88,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.

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