Conseiller(ère) bilingue en technologie

Accountabilities:: Support independent financial advisors with reported technology issues by assessing situations, coordinating appropriate internal support, and following cases through to resolution. Resolve technology issues directly when they fall within the role’s responsibilities and technical expertise. Act as a liaison between advisors and internal support teams to move issues forward and minimize disruption to business activities. Identify recurring technology challenges and communicate relevant patterns or insights to internal teams. Help advisors understand, adopt, and effectively use approved technology tools, services, processes, and support resources. Provide personalized one-on-one technology guidance and create practical reference materials and user resources suitable for individuals with different levels of technical knowledge. Provide practical guidance on technology standards, cybersecurity, data handling, technology risks, and the evaluation of technology products and services. Ensure technology recommendations remain aligned with approved standards and do not introduce unauthorized vendors or external solutions. Support new advisors and transitioning practices with technology setup, access, preparation, and coordination with internal partners. Contribute to technology-related operational changes, including branch openings, relocations, renovations, and similar initiatives. Provide bilingual support in French and English across Quebec and the Atlantic provinces, with additional support for an expanding branch model when required. Balance responsive advisor support with applicable policies, technology standards, security requirements, and risk considerations. Requirements: At least 5 years of experience in technical support, advisor support, administrative support, IT customer service, or a comparable user-facing technology role. Strong understanding of end-user technology environments, including devices, peripherals, Microsoft 365 tools, basic connectivity principles, and common operational technology challenges. Demonstrated experience assessing technology issues, triaging support needs, and coordinating resolution across multiple teams. Strong practical knowledge of Microsoft 365 and related collaboration and productivity tools. Ability to explain technical concepts clearly and practically to non-technical users. Full professional fluency in both French and English , written and spoken, with the ability to support users across multiple Canadian provinces. Postsecondary education in a relevant discipline or equivalent practical experience. Strong customer-service orientation and the ability to establish trust and credibility with financial advisors and other stakeholders. Sound judgment when determining the appropriate resolution path and when escalating issues to internal specialists. Excellent organizational skills, responsiveness, and the ability to manage multiple priorities in a predominantly reactive environment. Ability to balance user needs with organizational policies, technology standards, security requirements, and risk considerations. Experience in financial services or supporting independent financial advisors is an asset. Willingness and ability to travel within Eastern Canada when required. Benefits: Fully remote position based in Quebec, with support responsibilities extending across Eastern Canada. Annual salary range of $88,800–$138,800 CAD . Eligibility for incentive programs and performance-based compensation, depending on applicable programs. Flexible work environment designed to support employee well-being and inclusion. Comprehensive customizable benefits for eligible employees, including medical, dental, mental health, vision, disability, and life insurance coverage. Additional eligible benefits may include adoption, surrogacy, and non-emergency medical support programs. Employee and family assistance programs. Retirement savings options, including pension plans and an employee share ownership program with employer matching contributions. Access to financial education and advisory resources. Generous paid time off in Canada, including statutory holidays, vacation, personal days, sick leave, and other legally required leaves. Learning and professional development opportunities. Opportunity to contribute to digital innovation and the continued evolution of technology services. Inclusive workplace committed to supporting employees and providing reasonable accommodations throughout the recruitment process.