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Health \& wellbeing resources and programs
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Paid vacation, personal, and sick days for work-life balance
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Competitive compensation and benefits packages
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Work-life balance in a hybrid environment with at least 3 days in office
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Career growth and development opportunities
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Opportunities to contribute to community causes
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Work with diverse team members in an inclusive and collaborative environment
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Manage client interactions efficiently and effectively, from initial contact to resolution, across multiple channels (phone, email, chat, in-person)
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Create service tasks and accurately record, sort and track problems and the resolution steps taken
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Consult internal knowledge bases and resources to resolve client issues
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Reproduce and troubleshoot technical issues for Questrade products, including issues with connectivity, trade routing or order flow
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Quickly identify hardware, operating system and networking issues during client interactions
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Identify and escalate complex issues and potential problems in a timely manner
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Proactively contact clients to resolve account issues or provide follow-up
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Become a subject matter expert for Questrade products, services, policies, and procedures
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Educate and support clients on Questrade's various trading platforms
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Help update knowledge base by identifying and reporting issues
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Present value-added solutions, including products, tools, and resources, to meet client needs
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Assist newer staff members in building their knowledge, productivity and quality skills
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Provide regular reporting on client interaction trends and identify opportunities for improvement
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Participate in 1:1 coaching, team meetings, and professional development workshops
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Keep up to date on all changes to Questrade products and services
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Have strong written and verbal communication skills
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Are fully bilingual in English and Mandarin
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Have post-secondary degree/diploma
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Have 6 months-1 year related work experience
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Have flexibility to work rotating shifts, including evenings and weekends
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Have completed the Canadian Securities Course (CSC)
