Digital Support Analyst

Accountabilities:: Take ownership of complex, recurring, or unresolved technical support cases transferred from frontline teams or received through email, serving as the primary point of contact through resolution. Investigate and troubleshoot website, mobile application, login, navigation, functionality, account access, and other digital platform issues. Determine whether issues are client-specific, account-specific, device-related, browser-related, or indicative of a broader platform incident. Recreate reported issues where appropriate to validate problems, identify root causes, and support effective resolution. Guide clients through troubleshooting steps and technical solutions while explaining technical concepts clearly in accessible, client-friendly language. Identify and coordinate appropriate escalations to technology, cybersecurity, fraud, operations, or third-party service providers. Manage a portfolio of active technical cases, maintaining accurate records of client interactions, troubleshooting activities, outcomes, and next steps. Prioritize cases based on urgency, client impact, and business risk while monitoring service levels and follow-up commitments. Provide timely status updates to clients and internal stakeholders and escalate unresolved or high-impact issues through established incident-management processes. Identify potential widespread incidents by analyzing case patterns, client reports, alerts, and known platform issues. Develop and maintain strong knowledge of digital platforms, mobile applications, releases, enhancements, known issues, and platform changes. Support testing and validation of technical solutions and contribute to troubleshooting documentation, knowledge-sharing resources, and reusable guidance for frontline teams. Support clients using the BMO Active Trader platform. Deliver an empathetic, professional, and patient customer experience, particularly when handling frustrating or complex technical situations. Advocate for clients by ensuring reported issues are thoroughly investigated and appropriately addressed. Requirements: 2+ years of experience in customer service, technical support, help desk, troubleshooting, or a related environment. Experience managing client cases or service requests from initial intake through resolution. Experience supporting digital applications, websites, mobile platforms, or online services. Strong technical aptitude with the ability to investigate, diagnose, and troubleshoot technology-related issues. Advanced knowledge of web browsers, mobile devices, operating systems, and online applications. Exceptional analytical and problem-solving skills, with the ability to identify patterns and determine appropriate escalation paths. Strong organization and time-management skills, particularly when managing multiple active cases and competing priorities. Excellent verbal and written communication skills, with the ability to translate technical information into clear and understandable guidance. Strong customer-service orientation, empathy, patience, and professionalism when working with clients experiencing technical difficulties. Ability to recognize potential high-impact or widespread incidents and escalate them promptly using established processes. IIROC licensing as an Investment Representative – Equities and Options is an asset. Technical certifications are considered an asset. Full flexibility to work Monday through Friday between 8:00 a.m. and 6:00 p.m. EST. Benefits: Fully remote position based in Ontario, Canada. Full-time salaried employment. Salary range of CA$45,000–CA$100,000, with compensation varying based on location, skills, experience, education, and qualifications. Potential performance-based incentives, discretionary bonuses, and other rewards depending on the compensation structure. Health insurance. Tuition reimbursement. Accident and life insurance. Retirement savings plans. Training, coaching, and opportunities to broaden technical and professional skills. Inclusive, equitable, and accessible workplace with accommodations available throughout the selection process.