Sun Life Looking for ATS Specialist at Waterloo, ON Full Time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues – experts in their fields – who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients – who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:
This is a 6-month contract opportunity – Remote work

Sun Life is a global Financial Services company. Our Advisor Technology Support (ATS) Team are part of our award-winning Service Desk. The team is spread geographically with employees currently based in Ireland and Canada. The ATS team provide support for Advisors, their assistants, and Multi-Advisor Corporations all over Canada. We are looking for people who care deeply about providing exceptional Customer Service to join us.

About the role

Here on the ATS Support Line we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.

Once you join the team at Sun Life the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching, you’ll get there. You will be taught what you need to know from the technical aspect and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with some of the issues that arise and some of the technical terms used by the team, but the coaching is available for every successful applicant whether or not they have ever taken any formal IT courses.

What will you do?

As a member of the Advisor Technology Support Team:
First line of support for Sun Life’s Advisor community’s’ technical issues. You will work as part of an IT support team, proactively coming up with solutions. You’ll be aware that the client wants to get back to work as soon as possible.

Liaising between Advisors and ATS Specialist to schedule technical support Managing ATS Specialist Calendars and assign work effectively

Resourceful and creative problem-solving approach Address and triage email support

Use the Knowledge Base (KB) to assist in resolving issues or escalate them to the specialized team.

Maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.

Log the details to help us track and learn from the calls we get to help improve our client’s experiences.

Streamline your daily tasks to enhance process improvements

What you need to succeed:
Working towards a diploma in technology

Strong customer service skills

Call centre experience an asset

Preferred Skills:
Strong in all areas of communication, able to interface with management and senior staff.

Good technology generalist and with a passion for technology and learning

Excellent written communication skills and presentation skills.

Resourceful and creative problem-solving approach

Note:
ATS lines open from Mon to Friday 8am to 8pm – weekly shift rotation provided 3 months in advance

What’s in it for you:
Great Place to Work® Certified in Canada and the US.

2022 Best Workplaces in Canada by Great Place to Work®.

Canada Award for Excellence for Mental Health at Work – 2021

We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada

An environment of continuous learning and improvement

Flexible hours and periodic work from home options

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:
37,600/37 600 – 61,500/61 500

Job Category:
IT – Technology Services

Posting End Date:
21/08/2022