Overview of salaries statistics of the profession "Mortgage User Support Representative in Canada"

PURPOSE OF JOB This Technical Customer Support position is a frontline Call Centre/Chat role that will assist in facilitating solutions of all services and troubleshooting technology, computer hardware, peripheral and software related issues to both external customers as well as store associates. For technical calls, this role requires applying a systematic review, accurate diagnosis and problem solving of hardware and software related issues. Recommends tech service paths to customers based on information to provide the customer with the most convenient service. The Services Advisor Representative will utilize information on file or through previous experience to respond to technical inquiries from Customers. They will make recommendations and facilitate accepted solutions through correct service paths to customers to resolve their services request and/or repair their device including Remote, in store or on-site IT Solutions. They will be responsible for selling and sharing the value of services including services subscriptions. The objective of this position is to provide the highest level of customer service and enhance the product ownership experience through the resolution of service and technical related issues. PRIMARY DUTIES AND RESPONSIBILITIES • Receives inbound calls/chats from customers for information on services, tech services and/or advanced troubleshooting of technical products using defined problem-solving methodology • Actively engage in service solutions sales. Facilitate appropriate solutions to ensure customer loyalty. Check for existing cases and construct individual case reference files and updates case management data base / logs, documents new case or updates case information • For remote IT pathway can explain benefits of offers to customers • Charge customers remotely (via link) for services • Checks for subscription validation in customer files in ETS • Assists customers in connecting to remote platform • Assists in managing remote que and handing off tickets to available technicians • Schedule customers in booking tool for tech repair services • Document product concerns; track and forward to Team Manager • Filter problem using listening and probing skills to determine root cause. • Provide information, data and direction to the path options as required. • Research for relevant product / repair information. • Perform follow ups on existing cases and close cases as appropriate. • Diagnoses end user problems using systematic listening and probing approach • Consults internal tools, computerized data base, manuals, circulars or internal resources for information on resolution procedures • Provides information and direction as required for simple problem resolution • Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line • Review updates regularly to remain current with product offerings • Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review; attends training updates as required by industry certifications or company requirement PHYSICAL DEMANDS / WORKING CONDITIONS • Ability to cover business needs to support program (confirm hours; eventually 24/7) RECOMMENDED QUALIFICATIONS Knowledge / Skill Requirements: • Excellent communication (oral and written), interpersonal, organizational, and presentation skills. • Professional and courteous manner. • Ability to work independently and within a Team environment from home and office with minimal supervision. • Ability to multi-task and work in a very fast paced environment. • Extraordinary customer service orientation • Must be adaptable to change • Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution • Ability to coordinate and communicate effectively with other business partners to maintain exceptional high service levels in a demanding environment • Maintains constructive working relationships despite differing perspectives • Ability to negotiate skillfully in difficult situations with both internal and external groups • Thinks critically and anticipates, recognizes, identifies and develops solutions to problems in a timely manner • Ability to take initiative with strong learning skills and easily adapts to new or different changing situations, requirements or priorities • Computer literate with Windows, MAC, iOS, Android based Operating Systems experience. • Technical understanding of Internet, search engine, and networking required. • Familiar with AS400 environment • Proficient using MS Office, excel, word, PowerPoint, etc. • Strong working knowledge of computer hardware and software issues • Bi-Lingual English/French. • Familiarity with remote diagnostic software and ability to use it effectively for the purposes of fulfilling job requirements. Experience: • 1 year of help desk or 1 year technical troubleshooting plus a minimum of 2 years customer service experience preferred. Education: • Post secondary education in a related field preferred • A+ certification preferred Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537 #bringyourpassion

The Opportunity Play an integral role in the sales process as an outside Product Support Representative. Build your business by building customer relationships, answering product and service questions, and suggesting information about other products and services that Wajax provides. You will work closely with other members of the Wajax team to provide expert knowledge, advice, and product solutions for a comprehensive customer experience. The Role Invest in customer relationships within a defined territory. Conduct outside sales calls to clients. Generate customer referrals. Identify opportunities to upsell and cross-sell. Provide customer feedback. Identify and resolve customer concerns in a timely manner. Attend to phone and email inquiries. Meet and exceed established sales targets as determined on a monthly/annual basis. Assist in the creation and submission of bids for National Customer opportunities. Liaise with manufacturers, in-house departments, and all other relevant suppliers to determine status of orders and compliance to delivery times. The Candidate Education: College diploma, or related Red Seal Certification in a related field such as Parts & Warehousing or HD Mechanic Work Experience: 2-3 years' related experience in sales, marketing, or equivalent business experience. Knowledge: Knowledge of heavy equipment is an asset, IMPACT selling process, and must possess a valid driver’s license. Proficiency: Microsoft Office, including Outlook, Excel, Word and PowerPoint, CRM (Salesforce preferred) The Company Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas - to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables. Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.” Highlights include: Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account. Wajax led e-learning, and product training through industry leading manufacturers. Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more. Recognition program where points are earned for merchandise or gift certificates, plus cash awards. Flexible work arrangements. Award-Winning Health and Wellness Program. By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview. As a condition of employment, final candidates will be subject to pre-screening. \\ Together we get more done.

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. Working ArrangementHybridJob DescriptionAs a Director Engineering, you will:Lead multi-functional technology teams, dedicated to building and supporting the Bank’s technology systemsYour teams will redesign and build technology systems in support of our Bank business in Canada and support our advisors, mortgage brokers and customersEmploy re-usable and extensible frameworks, reference implementations and patterns and build new functionality to deliver on key product objectivesDeliver an exceptional user experience, through the delivery of products and services with strong and extendable architectural designGuide and motivate the development of engineering staff within your team as well as focus on overall team engagementMaintain and support these services, with accountability for production reliability and usage, and the delivery of new functionalityYou bring and will continuously build upon the following skills:Must have Banking environment experience8+ years leading Software Engineer teamsA deep, hands-on, background in modern software development and practicesAn entrepreneurial spirit and comfort working within a rapidly changing startup environment; you love the challenge of working with a team and to change the engineering culture of an enterpriseExpertise with agile and DevOps principles, test-driven development, continuous integration, and other approaches to accelerate the delivery of new featuresDeveloping engineers and a passion for growing staff within the organizationExperimenting with emerging technologies and understanding how they will impact what comes nextA capacity for constant learning from both success and failure, remaining open to change and continuous improvementExcellent organizational and problem-solving abilities that enable you to manage through creative abrasionStrong verbal and written communication with the ability to effectively articulate and communicate technical vision, possibilities, and outcomes across all levels in the organizationConfidence, maturity and credibility to deliver and present to AVP+ audiencesStrong relationship-building skills to build effective working relationships with business unit leaders.Strong understanding of the fundamentals of banking and financial services What can we offer you?A competitive salary and benefits packages.A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.A focus on growing your career path with us.Flexible work policies and strong work-life balance.Professional development and leadership opportunities.Our commitment to youValues-first cultureWe lead with our Values every day and bring them to life together.Boundless opportunityWe create opportunities to learn and grow at every stage of your career.Continuous innovationWe invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.Championing Corporate CitizenshipWe build a business that benefits all collaborators and has a positive social and environmental impact.About Manulife and John HancockManulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected] & BenefitsThe annual base salary for this role is listed below.Primary LocationCAN, Ontario, Waterloo, 500 King Street NorthSalary range is expected to be between$107,730.00 CAD - $200,070.00 CADIf you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

We are seeking a Tech Support Representative to join our dynamic Customer Support team. The ideal candidate will be responsible for providing technical assistance and support to our customers, resolving their technical issues in a timely and efficient manner. If you have a passion for technology and enjoy helping others, this is the perfect role for you.Responsibilities:Provide technical support to customers via phone, email, or chatTroubleshoot and resolve technical issues related to our productsDocument customer interactions and solutions in the CRM systemCollaborate with the product development team to identify and resolve recurring technical issuesStay up-to-date on product knowledge and technical skills to provide accurate supportQualifications:Strong communication skills and the ability to explain technical information clearlyExcellent problem-solving skills and attention to detailKnowledge of help desk software and remote support toolsAbility to work in a fast-paced environment and handle multiple tasks simultaneously

We are seeking a Tech Support Representative to join our dynamic Customer Support team. The ideal candidate will be responsible for providing technical assistance and support to our customers, resolving their technical issues in a timely and efficient manner. If you have a passion for technology and enjoy helping others, this is the perfect role for you.Responsibilities:Provide technical support to customers via phone, email, or chatTroubleshoot and resolve technical issues related to our productsDocument customer interactions and solutions in the CRM systemCollaborate with the product development team to identify and resolve recurring technical issuesStay up-to-date on product knowledge and technical skills to provide accurate supportQualifications:Strong communication skills and the ability to explain technical information clearlyExcellent problem-solving skills and attention to detailKnowledge of help desk software and remote support toolsAbility to work in a fast-paced environment and handle multiple tasks simultaneously

ROLE SUMMARY : Under the authority of the department manager, the incumbent is responsible for the end-user support at the counter and online. The incumbent will grow in a diverse and challenging environment and be part of a team that values mutual support.DUTIES As part of his/her duties, the End-User Support Technician:Provides assistance to users as first level support in the diagnosis and resolution of network, computer, applications related problems.Maintains up-to-date documentation of procedures and resolutions.Installs approved software on the workstations.Participates in the deployment of workstations and peripherals.Triages all incoming incidents and requests.Maintains the inventory et manages the equipment loans.Performs all other related tasks.MINIMUM QUALIFICATIONS REQUIRED:Must have a minimum of a college diploma (DEC) with an appropriate field of specialization (Computer Science, option networking, Electronics, option networking, etc.) or a diploma which is recognized by the competent authority.Must have a minimum of 2-years of relevant experience.Must be able to install, upgrade and troubleshoot software on desktops, laptops, and mobile devices with minimum supervision.Must have experience with Windows 10 and 11, and Windows Server.Must have knowledge of Microsoft products such as Windows Azure, Microsoft 365, Active Directory, GPO.Must be willing to learn new technologies and able to adapt quickly to changes.A good knowledge of English is essential (written, spoken and comprehension) and functional French is required.ADDITIONAL QUALIFICATIONS:Must possess excellent communication, organizational and interpersonal skills.Must have excellent analytical and problem-solving skills.Must be diligent, dynamic, creative and detail oriented.Must be able to work independently with minimal supervision and have the ability to work as part of a team.Must be able to work effectively with respect to deadlines and produce accurate results.Must be flexible and able to adapt quickly to different situations.Must have excellent customer service skills.Must be sensitive to the needs of clientele requiring accessibility services.Must possess very good word processing and filing skills.Must have a strong work ethic and exercise discretion.SALARY RANGE (PER HOUR): 24.21$ - 32.32$