This role involves a balanced mix of back-office and telephone work (approximately 50/50 split). The primary focus is to ensure the consistent and frictionless installation and support process for TD Merchants across Canada. You will manage crucial clerical data entry related to device inventory and logistics, while also providing second-level technical phone support to field technicians and internal partners to resolve Point of Sale (POS) device issues.
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Schedule: This position operates on a rotating shift schedule, requiring availability between 8:30 AM and 10:00 PM (EST) Monday to Friday, and weekend/holiday coverage from 9:00 AM to 9:00 PM (EST). The work week is 37.5 hours.
Location: This is a hybrid role. Training will be conducted 5 days per week on-site at 1111 Flint Road, Toronto, ON, for the first 2-3 months, after which the position will move to a hybrid model (2 days per week in the office).
Advantages
Growth Opportunities: Excellent potential for internal career development and growth within the larger TD organization.
Unique Business Exposure: Work within TD Merchant Solutions, a unique and dynamic part of Business Banking at the forefront of e-commerce and payment innovation.
Hybrid Model: Benefit from comprehensive on-site training for 2-3 months, followed by a flexible hybrid work arrangement (2 days in the office).
Supportive Team: Join a laid-back, business-casual, and supportive team culture that encourages fast learning and technical excellence.
Responsibilities
Technical Subject Matter Expert (SME): Serve as an escalation point and technical expert for field technicians supporting TD Point of Sale Devices.
Clerical and Data Management: Execute clerical data entry tasks, primarily focusing on inventory tracking and updates for POS device deployment.
Service Ticket Oversight: Update and actively monitor install and service tickets to ensure timely completion and resolution.
Technical Support: Provide over-the-phone support to field technicians, helping to diagnose and resolve complex POS issues.
Partner Liaison: Effectively liaise with internal and external partners to maintain seamless installation and support processes.
System Updates: Perform necessary system updates using platforms such as Base 24 and TEM/TMS.
Issue Resolution: Identify, resolve, and/or escalate service delivery issues and customer complaints quickly and efficiently.
Product Quality: Conduct product testing and documentation of bug reports or device performance issues as required.
Qualifications
Must-Have Skills
Bilingualism (Mandatory): Fluency in both French and English (verbal and written) is required.
Experience: 2–4 years of overall professional experience, preferably in a technical or customer service environment.
Technical Support Background: Experience providing hardware and software support, including troubleshooting remote communication and networking issues.
Networking Fundamentals: Basic knowledge of Networking Fundamentals (LAN/WAN, VPN, Routing, Firewall).
Fast-Paced Customer Service: Proven ability to operate under tight deadlines in a fast-paced, high-volume call center or service environment.
Soft Skills: Excellent interpersonal, written, and verbal communication skills; logical/analytical thinking; strong attention to detail; ability to prioritize and multi-task; and a strong team-player mindset.
Nice-to-Have Skills
Previous experience within banking or a financial institution customer service.
Knowledge of Electronic Payment devices/Point of Sale (POS) systems is highly preferred.
Familiarity with systems such as MFOCUS, BASE 24, and TEM/TMS is an asset.
Post-secondary education is desirable.
Summary
If you are a resourceful, customer-focused individual looking to advance your career in a dynamic and innovative part of the financial services industry, apply today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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This role involves a balanced mix of back-office and telephone work (approximately 50/50 split). The primary focus is to ensure the consistent and frictionless installation and support process for TD Merchants across Canada. You will manage crucial clerical data entry related to device inventory and logistics, while also providing second-level technical phone support to field technicians and internal partners to resolve Point of Sale (POS) device issues.
Schedule: This position operates on a rotating shift schedule, requiring availability between 8:30 AM and 10:00 PM (EST) Monday to Friday, and weekend/holiday coverage from 9:00 AM to 9:00 PM (EST). The work week is 37.5 hours.
Location: This is a hybrid role. Training will be conducted 5 days per week on-site at 1111 Flint Road, Toronto, ON, for the first 2-3 months, after which the position will move to a hybrid model (2 days per week in the office).
Advantages
Growth Opportunities: Excellent potential for internal career development and growth within the larger TD organization.
Unique Business Exposure: Work within TD Merchant Solutions, a unique and dynamic part of Business Banking at the forefront of e-commerce and payment innovation.
...
Hybrid Model: Benefit from comprehensive on-site training for 2-3 months, followed by a flexible hybrid work arrangement (2 days in the office).
Supportive Team: Join a laid-back, business-casual, and supportive team culture that encourages fast learning and technical excellence.
Responsibilities
Technical Subject Matter Expert (SME): Serve as an escalation point and technical expert for field technicians supporting TD Point of Sale Devices.
Clerical and Data Management: Execute clerical data entry tasks, primarily focusing on inventory tracking and updates for POS device deployment.
Service Ticket Oversight: Update and actively monitor install and service tickets to ensure timely completion and resolution.
Technical Support: Provide over-the-phone support to field technicians, helping to diagnose and resolve complex POS issues.
Partner Liaison: Effectively liaise with internal and external partners to maintain seamless installation and support processes.
System Updates: Perform necessary system updates using platforms such as Base 24 and TEM/TMS.
Issue Resolution: Identify, resolve, and/or escalate service delivery issues and customer complaints quickly and efficiently.
Product Quality: Conduct product testing and documentation of bug reports or device performance issues as required.
Qualifications
Must-Have Skills
Bilingualism (Mandatory): Fluency in both French and English (verbal and written) is required.
Experience: 2–4 years of overall professional experience, preferably in a technical or customer service environment.
Technical Support Background: Experience providing hardware and software support, including troubleshooting remote communication and networking issues.
Networking Fundamentals: Basic knowledge of Networking Fundamentals (LAN/WAN, VPN, Routing, Firewall).
Fast-Paced Customer Service: Proven ability to operate under tight deadlines in a fast-paced, high-volume call center or service environment.
Soft Skills: Excellent interpersonal, written, and verbal communication skills; logical/analytical thinking; strong attention to detail; ability to prioritize and multi-task; and a strong team-player mindset.
Nice-to-Have Skills
Previous experience within banking or a financial institution customer service.
Knowledge of Electronic Payment devices/Point of Sale (POS) systems is highly preferred.
Familiarity with systems such as MFOCUS, BASE 24, and TEM/TMS is an asset.
Post-secondary education is desirable.
Summary
If you are a resourceful, customer-focused individual looking to advance your career in a dynamic and innovative part of the financial services industry, apply today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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