Digital Support Analyst, BMO Investorline (Bilingual in French and in English)

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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

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. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.