Customer Service Representative

About the role

Every transaction matters. Every Canadian matters. At Interac, we protect both - driving trust, security, and inclusion, so our digital economy thrives. Founded in 1984, Interac connects Canadians through secure digital payments, advanced identity verification and industry-leading fraud protection. Connecting banks, businesses, and individuals, Interac enables millions to send, receive, and manage money safely and effortlessly every day - across both digital and physical environments. As the backbone of Canada's financial ecosystem, Interac facilitates over 20 million transactions daily, supported by trusted partnerships with government and financial institutions. Consistently ranked as Canada's most reputable financial technology brand, Interac is deeply embedded in the daily lives of Canadians. Customer Service Representative The vacant Customer Service Representative will report to the Leader, Client Service Desk - the Customer Service Representative will provide end users and client support for all Managed Security Services.

Responsibilities

• Being the first point of contact for client technical support which includes Level 1 and Level 2 triage.
• Answering and troubleshooting inbound client service calls that pertain our IT Security Systems.
• Providing instruction/education on using IT Security Systems.
• Updating clients on system outages or systemic issues.
• Analyzing client situations and escalating issues in accordance with escalation procedures.
• Creating and maintaining call, change and incident records and documenting client inquiries.
• Communicating with clients pertaining to change and incident activity.
• Contributing to the development and review of Service Desk training material and processes.
• Assisting with Service Desk and operational reporting and documentation as required.
• Providing back-up support to the Administrative Team Lead as required.
• Assisting with training and coaching.
• Responsible for all aspects of shift operations during off hours or in the absence of a Team Lead, as per business requirements.
• Monitoring Service Desk team activity and performance to ensure consistent and exceptional user support at all levels.
• Monitoring performance targets and service levels to ensure all Service Level Agreement (SLA) commitments are met.
• Other related tasks as required: From time to time your responsibilities and hours of work may be modified to adjust to changing business requirements, and the development of new and expanded Service Desk capabilities and capacities.
• What You Bring:
• Excellent verbal and written communication skills in English. French is an asset and nice to have requirement.
• Availability to work 2-10 PM, overnights and weekends.
• Eligibility to work for Interac Corp. in Canada in a full time capacity.
• Eligibility to obtain Reliability Status (RS), based in part on 5-years of continuous Canadian residency
• Results focused ability to coordinate and manage several priorities and initiatives concurrently.
• Ability to work effectively in a team environment.
• What We're Offering:
• Generous vacation and wellness days to help you recharge
• Comprehensive employer-paid benefits coverage for peace of mind
• Market-leading employer-funded RRSP program to invest in your future
• Flexible hybrid work model for better work-life balance
• Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family
• Pregnancy and parental leave top-up to support growing families
• Charitable donation matching with United Way to amplify your impact
• Why Join Us?
• At Interac, the impact we make, and the people who drive it, is profound. When you become part of our team, you're joining a purpose-driven organization that's shaping the future of digital finance in Canada. Here's what you can expect:
• Investing in the Future - Help us unlock digital prosperity for all Canadians.
• Innovative Thinking - Collaborate on products, practices, and platforms that redefine what's possible.
• Inclusive Culture - Be empowered to bring your whole self to work and realize your full potential.
• Inspiring Community - Work in an ecosystem where we lift each other up and rise together.
• Intentional Support - Enjoy flexible, supportive offerings that prioritize your total wellness.
• Additional Pre-Employment Requirements:
• To ensure the integrity of our organization, successful candidates will be required to complete background checks, which may include, Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Chec

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