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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving technical issues related to digital platforms, while providing exceptional client support and maintaining accurate case management. Possesses strong communication skills to explain technical concepts clearly and effectively to clients.
Highest-signal resume keywords
Technical Support ExperienceDigital Application SupportProblem-Solving SkillsClient Case ManagementCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical DiagnosisWeb Browser KnowledgeMobile Device SupportOperating System KnowledgeOnline Application SupportCase ManagementAnalytical SkillsProcess ImprovementIncident Management
Soft Skills
EmpathyProfessionalismPatienceOrganizationTime Management
Tools & Technologies
InvestorLine WebsiteMobile ApplicationBMO Active Trader Platform
Certifications & Qualifications
IIROC Licensed Investment Representative – Equities and OptionsTechnical Certifications
Industry Keywords
Customer ServiceTechnical SupportHelp DeskTroubleshooting ExperienceDigital Services
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Support BMO InvestorLine clients experiencing issues with the InvestorLine website, mobile application, and related digital services
- Own technical support cases received through transferred calls, escalations, and email referrals
- Troubleshoot client issues, coordinate investigations, manage follow-ups, and provide timely communication throughout resolution
- Take ownership of complex, recurring, or unresolved technical support cases
- Serve as the primary point of contact for clients experiencing digital platform issues
- Determine whether issues are client-specific, account-specific, device-related, browser-related, or broader platform incidents
- Identify 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
- Explain technical concepts and solutions in client-friendly language
- Provide frontline teams with resolution guidance and reusable troubleshooting instructions
- Manage active technical support cases from intake to resolution
- Maintain accurate records of 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 status updates to clients and internal stakeholders
- Escalate unresolved issues to internal support teams
- Identify potential widespread incidents based on case patterns, client reports, alerts, and known platform issues
- Escalate suspected high-impact incidents using established incident-management processes
- Maintain expert knowledge of the InvestorLine website, mobile application, and digital tools
- Stay informed on releases, enhancements, known issues, and platform changes
- Identify recurring issues and recommend process improvements
- Assist in testing and validating solutions for reported technical concerns
- Document troubleshooting procedures and contribute to knowledge-sharing resources
- Support clients with the BMO Active Trader platform
- Deliver an exceptional client experience during technical situations
- Demonstrate empathy, professionalism, and patience while managing client concerns
- Set expectations regarding resolution timelines and next steps
- Advocate for clients by ensuring issues are thoroughly investigated and addressed
Requirements
What you’ll need- 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
- IIROC licensed as an Investment Representative – Equities and Options is an asset
- Technical certifications would be considered an asset
- Must be fully flexible to work between 8am-6pm EST, Monday to Friday
Benefits
Comp & perks- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Accommodations available on request for candidates taking part in all aspects of the selection process