[Hiring] Digital Support Analyst @BMO

Role Description

The Technical Support Specialist is responsible for supporting BMO InvestorLine clients experiencing issues with the InvestorLine website, mobile application, and related digital services. The role serves as the primary owner of technical support cases received through transferred calls, escalations, and email referrals. This individual will troubleshoot client issues, coordinate investigations, manage follow-ups, and provide timely communication throughout the resolution process.

The successful candidate combines strong technical aptitude, exceptional customer service skills, and effective case management practices to ensure a positive client experience while driving issue resolution.

Key Responsibilities

• Client Support & Issue Resolution
  • Take ownership of complex, recurring, or unresolved technical support cases transferred from frontline teams or received through email.
  • Serve as the primary point of contact for clients experiencing digital platform issues.
  • Determine whether an issue is client-specific, account-specific, device-related, browser-related, or a broader platform incident.
  • Identify appropriate escalation paths to technology, cybersecurity, fraud, operations, or third-party service providers.
  • Investigate, diagnose, and resolve website, mobile app, login, navigation, functionality, and account access concerns.
  • Guide clients through troubleshooting steps and technical resolutions.
  • Recreate reported issues to validate problems and identify root causes.
  • Clearly explain technical concepts and solutions in client-friendly language.
  • Provide frontline teams with clear resolution guidance and reusable troubleshooting instructions.
• Case Management
  • Manage a portfolio of active technical support cases from intake to resolution.
  • Maintain accurate and detailed records of all client interactions, troubleshooting activities, and outcomes.
  • Prioritize cases based on urgency, client impact, and business risk.
  • Monitor open cases to ensure service levels and follow-up commitments are met.
  • Provide regular status updates to clients and internal stakeholders.
  • Escalate unresolved issues to internal support teams when required.
  • Identify potential widespread incidents based on case patterns, client reports, alerts, and known platform issues.
  • Escalate suspected high-impact incidents promptly using established incident-management processes.
• Technical Expertise
  • Develop and maintain expert knowledge of the InvestorLine website, mobile application, and digital tools.
  • Stay informed on new releases, enhancements, known issues, and platform changes.
  • Identify recurring issues and recommend opportunities for process improvement.
  • Assist in testing and validating solutions for reported technical concerns.
  • Document troubleshooting procedures and contribute to knowledge-sharing resources.
  • Support our clients with the BMO Active Trader platform.
• Customer Experience
  • Deliver an exceptional client experience during potentially frustrating technical situations.
  • Demonstrate empathy, professionalism, and patience while managing client concerns.
  • Set appropriate expectations regarding resolution timelines and next steps.
  • Act as an advocate for clients by ensuring issues are thoroughly investigated and addressed.

Qualifications

• 2+ years of customer service, technical support, help desk, or troubleshooting experience.
• Experience managing client cases or service requests from initiation through resolution.
• Experience supporting digital applications, websites, mobile platforms, or online services.
• Strong technology aptitude with the ability to diagnose and troubleshoot technical issues.
• Advanced knowledge of web browsers, mobile devices, operating systems, and online applications.
• Exceptional problem-solving and analytical skills.
• Strong organization and time management abilities.
• Excellent verbal and written communication skills.
• CIRO licensed as an Investment Representative – Equities and Options is an asset.
• Technical certifications would be considered an asset.
• Language preferences for the role: Strong verbal and written language skills in both French and English.

Requirements

• Salary: $45,000.00 - $100,000.00
• Pay Type: Salaried
• The above represents BMO Financial Group’s pay range and type.
• Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure.
• Salaries for part-time roles will be pro-rated based on number of hours regularly worked.
• For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
• BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.

Benefits

• BMO offers health insurance.
• Tuition reimbursement.
• Accident and life insurance.
• Retirement savings plans.