Bilingual French IT Operations Analyst II - Merchant Solutions

Full job description
Work Location:

Toronto, Ontario, Canada
Hours:

37.5
Line of Business:

Technology Solutions
Pay Details:

$52,700 - $74,400 CAD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview:

TD Merchant Solutions (TDMS) is a unique business within Business Banking at the forefront of many emerging trends in the financial industry, such as e-commerce, payments innovation, and strategic partnerships. TDMS provides reliable, flexible, and easy to use e-commerce and Point of Sale (POS) card payment solutions to small business, commercial, and corporate clients. TDMS is the only Canadian fully bank-owned and operated merchant acquirer, managing all debit and credit card transactions for our merchants from authorization through to clearing and settlement. This end-to-end capability is a competitive advantage for TD, uniquely enabling the bank to meet more of the financial needs of our Business Banking clients.

The Merchant Delivery team (MDT) is part of the Client Delivery and Experience Team within the TD Merchant Solutions and is responsible for:

Onsite Deployment, Installation and Support Maintenance of TD's Point of Sale (POS) payment devices at merchant locations throughout Canada
Second Level Technical support for onsite Technicians
Scheduling and implementation of major merchant and product rollouts
Complete Lifecycle Management and Inventory including Security Key injection
Job Description:

Ready to dive in?

We are looking for a motivated Operations Analyst II with strong technical diagnostic and troubleshooting skills. Reporting to the Manager, Service Delivery, the successful candidate should have a good communication skill, written skill, be able to problem solve . Primary responsibilities will be working as secondary level support for our field technicians who install and support TD Point of Sale Devices.

Activities include but not limited to:

Act as a Subject Matter Expert and escalation point for our field technicians who support TD Point of Sale Devices.
Liaise with internal and external partners to ensure a consistent and frictionless installation and support process for TD Merchants
Identify, resolve, and/or escalate service delivery issues and/or complaints
Perform Base 24 and TEM\TMS updates
Conduct Product testing, documenting bug\device performance
Product Training
Updating Service Tickets/logs
Monitor install and service tickets to ensure it's completed in a timely manner
Resolve internal, external partners inquiries and customer complaints quickly and efficiently
Follow up with field technicians to ensure issue resolution
Stay updated on current procedures, products, and services
Offer expertise and technical support regarding TD Point of Sales Devices
Busy? Yes, but never bored.

We at TD support creative thinking and solutioning. We are looking for colleagues that can not only identify a problem but come with a solution. Things get busy, so we are looking for a candidate that works efficiently and puts the required priority on the tasks at hand. This role comes with the opportunity to grown within our Merchant Solutions Team and TD.

Job Requirements:

What can you bring to TD?

Bilingual (French\English)
Knowledge of Networking Fundamentals, including LAN/WAN, VPN, Routing, Firewall, and remote communication
3 + Years in Hardware\Software support experience
Excellent interpersonal, verbal, and written communication skills. (English\French)
Focus with attention to detail and dedication to the task at hand.
Proven time management / organizational skills
The ability to prioritize and multi-task.
Strong team player
Logical/analytical thinker
Problem Solving skills
Proficiency with Microsoft Office
The ability to operate under tight deadlines in a fast-paced call centre
Knowledge of Electronic Payment devices/Point of Sale systems preferred
Knowledge of MFOCUS, BASE 24 and TEM\TMS an asset
Excellent phone etiquette
Excellent customer service skills
Highly organized and detail oriented
Working knowledge of technical process and procedures
Candidate must be able to work shifts in rotation. Call Centre is open 8:30am -10:00pm Monday to Friday, Saturday +am – +pm, Sunday and holidays. – 10:30am – 6:30pm (Eastern Time). This role will require working from home and in the office in rotation.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than +5,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.


Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.


Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.


Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet

Canada
Ontario
Toronto Show on map Get directions