At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent:
<ul>
<li>Innovate with Purpose: Build impactful solutions for customers worldwide.</li>
<li>Join Excellence: Work in a diverse, collaborative, and innovative team.</li>
<li>Shape the Future: Lead in redefining revenue optimization.</li>
<li>Grow Together: Unlock your potential in a supportive environment.</li>
</ul>
Join us at Varicent—where your talent and ambition meet limitless opportunities for success!
Summary of the Role and Team 
As a Senior Customer Success Manager, Strategic Accounts, you will join Varicent's Strategic Customer Success team and manage a portfolio of our most strategic customers within the Platinum Advantage Program. 
Reporting to the Manager, Customer Success - Strategic, you will partner with executive stakeholders, business leaders, and technical teams to help customers achieve measurable business outcomes through the successful adoption of Varicent solutions. 
This team supports a select portfolio of high-value enterprise customers, allowing Customer Success Managers to take a strategic, consultative approach focused on value realization, customer growth, retention, and long-term partnership development. 

What You Will Be Doing 
<ul>
<li>Own a portfolio of strategic enterprise customers and serve as the primary Customer Success contact across the customer lifecycle </li>
</ul>
<ul>
<li>Lead success planning initiatives that align customer business goals, stakeholders, risks, milestones, and measurable outcomes </li>
</ul>
<ul>
<li>Build and maintain relationships with executive stakeholders, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs) </li>
</ul>
<ul>
<li>Drive product adoption and value realization by developing and executing customer-specific success and adoption plans </li>
</ul>
<ul>
<li>Identify and support expansion opportunities that align with customer priorities and business objectives </li>
</ul>
<ul>
<li>Partner with Sales, Professional Services, Support, Partner teams, and other internal stakeholders to support customer success initiatives </li>
</ul>
<ul>
<li>Lead executive business reviews, strategic planning discussions, and customer outcome-focused engagements </li>
</ul>
<ul>
<li>Maintain accurate customer health, engagement, business value, and account planning information within Customer Success platforms and CRM systems </li>
</ul>
What You Bring 
<ul>
<li>Experience managing enterprise or strategic customer relationships within a SaaS, technology, or business applications environment </li>
</ul>
<ul>
<li>Experience leading executive stakeholder conversations and building relationships across multiple levels of customer organizations </li>
</ul>
<ul>
<li>Demonstrated success driving customer adoption, retention, value realization, or business outcomes </li>
</ul>
<ul>
<li>Experience identifying account growth, expansion, renewal, or customer development opportunities </li>
</ul>
<ul>
<li>Ability to connect customer business objectives to technology solutions and measurable business impact </li>
</ul>
<ul>
<li>Strong project coordination, stakeholder management, and problem-solving skills across complex initiatives </li>
</ul>
<ul>
<li>Experience collaborating across cross-functional teams to achieve customer outcomes </li>
</ul>
<ul>
<li>Bachelor's degree in Business, Information Technology, Finance, or equivalent experience </li>
</ul>
Success Outcomes 
First 90 Days 
<ul>
<li>Build an understanding of Varicent's solutions, Customer Success methodology, strategic customer portfolio, and Platinum Advantage Program </li>
</ul>
<ul>
<li>Establish relationships with assigned customers and key internal stakeholders </li>
</ul>
<ul>
<li>Review customer success plans, business priorities, renewal timelines, and growth opportunities across assigned accounts </li>
</ul>
<ul>
<li>Begin leading customer engagements focused on business goals, adoption, and value realization </li>
</ul>
Within 6 Months 
<ul>
<li>Independently manage strategic customer relationships across the assigned portfolio </li>
</ul>
<ul>
<li>Ensure customers have documented success plans aligned to measurable business outcomes and executive priorities </li>
</ul>
<ul>
<li>Demonstrate progress in adoption, customer engagement, value realization, and retention activities </li>
</ul>
<ul>
<li>Partner effectively with Sales and Renewal teams to identify expansion opportunities and support renewal readiness </li>
</ul>
<ul>
<li>Establish trusted relationships with executive stakeholders across assigned accounts </li>
</ul>
Within 12 Months 
<ul>
<li>Serve as a strategic advisor to customer executives and key stakeholders across the portfolio </li>
</ul>
<ul>
<li>Demonstrate measurable impact on customer retention, adoption, expansion, and business outcome achievement </li>
</ul>
<ul>
<li>Successfully manage a portfolio of strategic enterprise customers with minimal oversight </li>
</ul>
<ul>
<li>Consistently identify growth opportunities and contribute to account expansion initiatives </li>
</ul>
<ul>
<li>Act as the orchestrator across internal and external stakeholders to drive complex customer programs to successful outcomes</li>
</ul>
For this role, the estimated annual base salary range is between 120,700.00 - 158,400.00 CAD. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process. 
  
This posting is for a new vacancy. 
  
This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making. 
  
Overview of Benefits: 
  
<ul>
<li>Health &amp; Wellness— Comprehensive medical, dental, and vision coverage tailored to your local needs </li>
<li>Time Off— PTO and public holidays to rest, recharge, and do what matters most </li>
<li>Volunteer Days— Dedicated time to give back and support the communities that matter to you </li>
<li>Ignite Days— Dedicated learning days to support continuous growth, skill development, and professional learning </li>
<li>Financial— Compensation that reflects your market and your value </li>
<li>Retirement— Retirement plans designed to help you build long-term financial security </li>
<li>Tuition Assistance— Invest in your growth with support for continuing education and professional development </li>
<li>Flexibility— Work where you thrive, with remote and hybrid options available across most regions </li>
</ul>

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our<a href="https://www.varicent.com/recruitment-portal-privacy-notice" rel="nofollow ugc noopener" target="_blank"> Job Applicant Privacy Notice</a> and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact

Senior Customer Success Manager

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and through various channels with BMO partners to deliver the desired customer experience and achieve overall business objectives. <ul><li>Collaborates with BMO partners to identify referral opportunities that further grow the customer&#x2019;s relationship with BMO beyond personal banking.</li><li>Welcomes and guides customers as they walk into the branch lobby, and offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.</li><li>As a lobby leader, assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.</li><li>Meets customer transaction-based needs with seamless execution.</li><li>Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.</li><li>Contributes to meeting branch business results and the customer experience.</li><li>Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).</li><li>Acts as a key member of a collaborative and versatile branch and market team.</li><li>Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.</li><li>Organizes work information to ensure accuracy and completeness.</li><li>Takes the initiative to find creative approaches that make each customer&#x2019;s experience feel personal.</li><li>Looks for ways to contribute to the ongoing improvement of the overall customer experience.</li><li>Contributes to business results and the overall experience delivered.</li><li>May work at multiple branches or through various channels based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.</li><li>Follows through on risk and compliance processes and policies to ensure we safeguard our customers&#x2019; assets, maintain their privacy, and act in their best interest.</li><li>Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.</li><li>Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.</li><li>Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.</li><li>Complies with legal and regulatory requirements for the jurisdiction.</li><li>Protects the Bank&apos;s assets in compliance with all regulatory, legal, and ethical requirements.</li><li>Completes complex &amp; diverse tasks within given rules/limits.</li><li>Analyzes issues and determines next steps; escalates as required.</li><li>Broader work or accountabilities may be assigned as needed.</li><li>Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. </li></ul> Qualifications: <ul><li>Typically between 1 &#x2013; 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.</li><li>Canada only: Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.</li><li>Confident and experienced in the use of social media, tablets, Smart phones, online tools, and applications.</li><li>Some experience in a consultative customer service or sales roles, with a drive to deliver a personal customer experience.</li><li>Basic knowledge of specialized sales and business banking solutions to refer to specialists.</li><li>Passionate commitment to helping customers.</li><li>Drive to deliver a personal customer experience.</li><li>A focus on results and the ability to thrive in a consultative sales and team-based environment.</li><li>Resourceful self-starter with courage and confidence to approach customers.</li><li>Readiness to collaborate and work in different capacities as part of a team.</li><li>Strong interpersonal skills, including the ability to build rapport and connections with customers.</li><li>An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.</li><li>Basic specialized knowledge.</li><li>Verbal &amp; written communication skills - Good.</li><li>Organization skills - Good.</li><li>Collaboration &amp; team skills - Good.</li><li>Analytical and problem solving skills - Good. </li></ul>Salary: $35,500.00 - $65,000.00 Pay Type: Salaried The above represents BMO Financial Group&#x2019;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&#x2019;s expected target for the first year in this position. BMO Financial Group&#x2019;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 &#x2013; for yourself and our customers. We&#x2019;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&#x2019;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&#x2019;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.

Personal Banking Associate

Job Description Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company&#x2019;s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world&#x2019;s best customer experience every day by building on Amex&#x2019;s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. Customer Fulfilment Network - Responsible for back-office account servicing and maintenance activities, including account adjustments, credit balance refunds, Bank Recalls, Card Maintenance, and loan account research. Collaborate with internal teams financial institutions to resolve issues, mitigate risk, while ensuring accurate and timely processing. Responsibilities <ul><li>Review rejects reports, identify root causes, and execute account adjustments and corrective actions accurately.</li><li>Process credit balance refunds and Bank Recall requests in accordance with established procedures, coordinating with financial institutions as needed.</li><li>Manage multiple Card Maintenance back-office processes while adapting to changing operational and business requirements.</li><li>Research loan accounts, perform timely account maintenance, and retrieve internal account reports and statements for key stakeholders.</li><li>Review supporting documentation and maintain systems of record to ensure accuracy, completeness, and regulatory compliance.</li><li>Gather, analyze, and document evidence to support customer profile updates and compliance requirements.</li><li>Prepare and submit Internal Suspicious Activity Reports (ISARs) and Compliance Referrals (CompRefs), ensuring complete and accurate supporting documentation.</li><li>Collaborate with CEN, CSN, Compliance, Strategy, and other cross-functional partners to mitigate risk and support regulatory compliance initiatives.</li><li>Provide phone-based and operational servicing support to meet evolving customer and business needs. </li></ul>Qualifications <ul><li>Strong attention to detail with the ability to accurately review account information, documentation, and financial transactions.</li><li>Experience in account servicing, back-office operations, financial services, or a related operational environment preferred.</li><li>Strong analytical and problem-solving skills with the ability to research account issues, identify root causes, and take appropriate corrective action.</li><li>Ability to manage multiple processes and priorities while meeting established quality, productivity, and turnaround-time expectations.</li><li>Ability to review and document information accurately to support compliance referrals, suspicious activity reporting, and customer profile maintenance.</li><li>Strong written and verbal communication skills with the ability to collaborate effectively with internal teams, stakeholders, and financial institutions.</li><li>Demonstrated ability to follow established policies and procedures while exercising sound judgment when resolving account-related issues.</li><li>Strong organizational, time-management, and documentation skills.</li><li>Ability to learn new processes quickly, adapt to changing business requirements, and work effectively in a fast-paced environment.</li><li>Comfortable providing both back-office and phone-based servicing support as business needs require.</li><li>Bilingual French is an asset. </li></ul>The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we&#x2019;ll consider your location, experience, and other job-related factors. Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions The job posting is for an existing vacancy. We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones&apos; physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: <ul><li>Competitive base salaries</li><li>Bonus incentives</li><li>Support for financial-well-being and retirement</li><li>Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)</li><li>Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need</li><li>Generous paid parental leave policies (depending on your location)</li><li>Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)</li><li>Free and confidential counseling support through our Healthy Minds program</li><li>Career development and training opportunities </li></ul>American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person&apos;s age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the &#x201C;Prohibited Grounds&#x201D;). If you have a disability and need accommodation, please speak with the Recruiter for more information. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. About Us At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you&#x2019;ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Content Expert (VB)

This is about you. Your passion, purpose and potential. In you we see care, drive, confidence and curiosity. When you join our team, you can expect intensity, excitement and energy. Through our culture of people development, we are committed to the continuous learning and growth of our teams. As a Server Liaison, you support the success of your team. Your continued awareness and eye for detail allows you to anticipate the needs of your team so that they can keep the seamless performance in motion. Always on the move, you are efficient and proactive; you are driven by continuously elevating and creating an Iconic Hospitality experience for our guests. Requirements <ul><li>A passion for hospitality and creating world-class experiences </li><li>A desire to learn and grow through personal and career development </li><li>An entrepreneurial mindset. You see things from a new perspective </li></ul>Core Values <ul><li>You value honesty and humility. You have integrity and do what you say</li><li>You approach life with fearless determination and a sense of fun</li><li>You are creative, risk-taking, visionary and cutting edge. You choose to lead</li><li>You contribute to a strong culture and are committed to the team</li><li>You are passionate about quality and professionalism</li><li>You believe in unleashing the potential in others </li></ul>Wage Range $18 - $25 / hour This compensation is inclusive of the anticipated restaurant tip portion. Benefits <ul><li>This role is eligible for participation in our tip program, allowing you to boost your income</li><li>Competitive base compensation opportunity</li><li>Flexible scheduling to accommodate your personal and family needs</li><li>Ongoing mentorship to support personal and professional goals</li><li>Fun, Team-driven and inclusive community</li><li>Dynamic, fast-paced, and agile work environment</li><li>World-class Culinary and Service training</li><li>Compete through culinary and bar challenges</li><li>Meal discounts</li><li>Fitness membership discounts</li><li>Recruiting &amp; Referral bonus program incentives </li></ul>Your journey starts here. If you&apos;re looking for a place to meet your potential, we&apos;d like to meet you. Roll up your sleeves. Your journey starts here. JOEY Restaurants is an Equal Employment Opportunity Employer. We thank all candidates for their time and interest in working at JOEY Restaurants, however, only candidates under consideration for opportunities with JOEY Restaurants will be contacted to participate further in this process. JOEY Restaurants provides reasonable accommodations to qualified applicants and employees, including due to disabilities, medical conditions, and religious beliefs and practices.

Server Liaison - JOEY Yorkdale

Welcome to Cascades! Bring your expertise to a people-first, dynamic environment where your ideas come to life and excellence shapes everything we do. Join ANA VALDIVIESO&apos;s team as a Customer Fulfillment Specialist in Etobicoke, Ontario and help build a more sustainable future. What&#x2019;s In It For You Taking care of our people is in our nature - so you&#x2019;ll enjoy: <ul><li>Annual salary between $50,000 and $58,000 </li><li>Profit sharing and an employee share purchase plan </li><li>A hybrid work model: 3 days in the office (Fixed, Mon/Tues/Thurs) </li><li>Working hours: 10AM-6PM </li><li>A full range of benefits: group insurance, telemedicine, and an employer-supported retirement plan </li><li>An annual allowance to spend on goods and services of your choice </li><li>A yearly wellness program and employee assistance program </li><li>A collaborative, respectful, and people-centered workplace </li></ul>Your Role As a Customer Fulfillment Specialist, you&apos;ll be the main point of contact for customers throughout the service lifecycle, ensuring a seamless experience from request to resolution. Working closely with Dispatch, Transportation, Sales, Billing, and Operations teams, you&apos;ll help deliver exceptional service while supporting operational efficiency. Your Scope Includes <ul><li>Acting as the primary contact for customers and managing inquiries, requests, and service-related issues from start to finish </li><li>Coordinating with internal teams to ensure services are delivered accurately, on time, and according to customer expectations </li><li>Managing customer accounts, service requests, and portal activities while maintaining accurate documentation and records </li><li>Resolving customer concerns and escalations through effective communication and problem-solving </li><li>Monitoring service delivery and proactively identifying opportunities to improve the customer experience </li><li>Maintaining data integrity within ERP, CRM, and customer management systems </li><li>Contributing to continuous improvement initiatives that enhance team efficiency and service quality </li></ul>What You Bring You&apos;re a natural fit for Customer Fulfillment Specialist if you have: <ul><li>1 to 2 years of customer service, customer success, account coordination, or related experience in a fast-paced environment </li><li>Advanced bilingual communication skills in English and French, both written and spoken </li><li>Strong problem-solving abilities and a customer-first mindset </li><li>Experience working with ERP, CRM, customer portals, or other business systems </li><li>Exceptional organizational skills with the ability to manage multiple priorities and deadlines </li><li>A proactive approach, positive attitude, and ability to work collaboratively across teams </li><li>Strong attention to detail and a commitment to delivering high-quality customer service </li></ul>If you bring the same care to who you are as to what you do, we&apos;d love to meet you! Apply now and join our team as Customer Fulfillment Specialist in Etobicoke, Ontario. Cascades values diversity and inclusion and considers all applications equitably. This posting is for an active vacancy within our organization.

Bilingual Customer Fulfillment Specialist

La version fran&#xE7;aise suivra Permanent Position &#x2013; Onsite Reporting to the IT Client Services Leader (Region), the Audio Visual Help Desk Analyst is responsible for providing technical support and troubleshooting for audio visual systems and equipment as the first point of contact for users with technical queries and/or issues. This role involves assisting end-users with resolving AV-related issues, managing service requests, and ensuring optimal performance of AV installations while maintaining a high level of client service. Hours of work are from 9:00 a.m. to 5:00 p.m. ET. The successful candidate must be able to work in the office, with occasional remote work potentially available. Participation in a fixed rotation providing after-hours remote IT support is required, and flexibility to work outside regular business hours may be necessary to meet business needs. Primary Responsibilities Customer Service <ul><li>A commitment to providing exceptional customer service and maintaining a user-centric approach while addressing client needs in person, remotely, via phone call, chat, email, etc.; Analyst must be calm, patient, empathetic, and responsive, ensuring a positive experience for users to build relationships and trust. </li></ul>Communication Skills <ul><li>Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical users both internally and externally. </li></ul>AV Responsibilities <ul><li>Troubleshooting and Support: Provide first-line support for audio visual queries/issues, including diagnosing and resolving technical problems with AV equipment, software, and network connectivity.</li><li>Service Request Management: Manage and prioritize service requests related to AV inquiries, bookings, systems, ensuring immediate resolution of requests and issues.</li><li>Installation and Maintenance: Assist in the installation, configuration, and maintenance of AV equipment, including projectors, microphones, speakers, video conferencing systems, and related software with contracted vendor.</li><li>User Training and Assistance: Provide end-user training and support on the operation and functionality of AV systems, ensuring users are proficient and confident in using the technology.</li><li>Documentation: Maintain accurate records of service requests, troubleshooting steps, and resolutions in the service desk ITSM system.</li><li>System Monitoring: Monitor the performance of AV systems and proactively identify potential issues, implementing preventive measures to minimize downtime liaising with contracted vendor.</li><li>Collaboration: Collaborate with internal teams and external vendors/clients to coordinate AV support and maintenance activities.</li><li>Communication Tools: Upkeep of information required to support the firm&#x2019;s communication tools (e.g., telephone numbers, etc.), allocation and maintenance of firm managed communication devices (e.g., cell phones, desk phones, etc.). </li></ul>Service Desk Analyst Responsibilities <ul><li>Problem Management: Collaborate with the second/third level teams to identify root causes of recurring incidents, facilitating more permanent solutions.</li><li>Incident Management: Serve as the initial point of contact for all IT-related incidents and service requests, ensuring they are logged, categorized, and prioritized in line with ITIL best practices and in line with Service Level Agreements (SLAs).</li><li>Service Request Fulfillment: Process service requests efficiently, ensuring they meet the agreed service levels and are delivered to the relevant stakeholders.</li><li>Knowledge Management: Contribute to the maintenance and improvement of the Knowledge Base by documenting known issues, solutions, and workarounds.</li><li>Security posture: Assist in executing the Firms security posture by enforcing security policies to ensure users adhere to best practices and organizational guidelines, in an effort to minimizing the risk.</li><li>Technical Support: Offer assistance to end-users for hardware and software problems, covering desktops, laptops, printers, and other peripherals, including installation, etc.</li><li>Asset Management: Assist in maintaining a comprehensive inventory of IT assets. This includes tracking the acquisition, deployment, maintenance, and disposal/recycling of assets.</li><li>Change Management: Assist in the assessment and implementation of changes, ensuring minimal disruption to IT services.</li><li>Continuous Improvement: Participate in continuous improvement initiatives, identifying opportunities to enhance service delivery and user satisfaction.</li><li>Provide afterhours remote IT support according to a fixed schedule (in rotation).</li><li>Must be able to work in the office (occasional remote may be offered).</li><li>Flexibility to work outside regular business hours if needed to support events or urgent issues.</li><li>Other duties as assigned. </li></ul>Required Knowledge And Experience <ul><li>College diploma in computer sciences.</li><li>Minimum of two (2) years&#x2019; experience in IT/AV support.</li><li>Experience with AV control systems (e.g., Crestron, etc.).</li><li>Familiarity with video conferencing platforms (e.g., Zoom, Microsoft Teams, Cisco Webex).</li><li>Knowledge of AV networking principles and protocols.</li><li>Fluency in English, both written and spoken; French is an asset.</li><li>Proficiency of Microsoft Office Suite software.</li><li>Demonstrated strong ability for learning new applications.</li><li>Technical Proficiency: Strong knowledge of IT systems, networks, Windows and macOS operating systems and applications.</li><li>Experience with IT Service Management (ITSM) tools such as ServiceNow, or similar.</li><li>Familiarity with remote support tools and techniques.</li><li>Problem-Solving: Demonstrated ability to analyze and resolve incidents and problems effectively.</li><li>Ability to manage several tasks simultaneously.</li><li>Ability to work under pressure and with tight deadline </li></ul>Pay Range $79,000 to $85,000 per annum. Pay range to be commensurate with experience. Vacancy This role is being posted to fill a current vacancy. AI Disclosure Please note that artificial intelligence tools may be used to assist in screening, assessing, or selecting applicants for this position. About Fasken As a premier law firm with over 900 lawyers worldwide, Fasken is where excellence meets expertise. We are dedicated to shaping the future our clients want, precisely when it matters most. For more information, visit fasken.com. Diversity and Inclusion At Fasken, we believe in a diverse workplace made up of people with unique experiences and qualities. It is important that all our members find our workplace welcoming and caring. An inclusive workplace creates a fair environment where people are respected and valued. Accessibility and Accommodation It is important to our Firm that all its members, including those with disabilities, find our workplace to be welcoming and supportive. Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process. Background and Reference Checks Any offer of employment may be conditional upon references and full background checks including a criminal record check, a credit check, employment and educational verifications. -- Poste permanent &#x2013; Au bureau Relevant du chef ou de la cheffe des services clients TI de la r&#xE9;gion, l&#x2019;analyste des services clients TI et de l&#x2019;audiovisuel assure le soutien technique et le d&#xE9;pannage des syst&#xE8;mes et de l&#x2019;&#xE9;quipement audiovisuels et agit comme premier point de contact pour les utilisateurs qui ont des questions ou des probl&#xE8;mes techniques. Ce poste consiste &#xE0; accompagner les utilisateurs finaux dans la r&#xE9;solution des probl&#xE8;mes li&#xE9;s aux technologies audiovisuelles, &#xE0; g&#xE9;rer les demandes de service et &#xE0; veiller au rendement optimal des installations audiovisuelles, tout en offrant un excellent service &#xE0; la client&#xE8;le. L&#x2019;horaire de travail est de 9 h &#xE0; 17 h, heure de l&#x2019;Est. La personne retenue devra travailler au bureau; elle pourra peut-&#xEA;tre faire du t&#xE9;l&#xE9;travail &#xE0; l&#x2019;occasion. Elle devra participer &#xE0; un horaire rotatif pr&#xE9;&#xE9;tabli pour fournir du soutien informatique &#xE0; distance apr&#xE8;s les heures de bureau. On pourrait lui demander une certaine flexibilit&#xE9; pour travailler en dehors des heures normales de bureau, selon les besoins d&#x2019;affaires. Principales Responsabilit&#xE9;s Service &#xE0; la client&#xE8;le <ul><li>Un engagement &#xE0; fournir un service &#xE0; la client&#xE8;le exceptionnel et &#xE0; maintenir une approche centr&#xE9;e sur l&#x2019;utilisateur tout en r&#xE9;pondant aux besoins des clients, que ce soit en personne, &#xE0; distance, par t&#xE9;l&#xE9;phone, par clavardage, par courriel ou autre. L&#x2019;analyste doit &#xEA;tre calme et &#xE0; l&#x2019;&#xE9;coute et faire preuve de patience et d&#x2019;empathie afin d&#x2019;offrir une exp&#xE9;rience positive aux utilisateurs et de gagner leur confiance. </li></ul>Habilet&#xE9;s de communication <ul><li>Excellentes aptitudes en communication orale et &#xE9;crite; capacit&#xE9; &#xE0; expliquer des concepts techniques complexes &#xE0; des utilisateurs non techniques, tant &#xE0; l&#x2019;interne qu&#x2019;&#xE0; l&#x2019;externe. </li></ul>Responsabilit&#xE9;s li&#xE9;es aux technologies audiovisuelles <ul><li>D&#xE9;pannage et assistance : Fournir une assistance de premi&#xE8;re ligne, notamment pour le diagnostic et la r&#xE9;solution des probl&#xE8;mes techniques li&#xE9;s &#xE0; l&#x2019;&#xE9;quipement et aux logiciels audiovisuels ainsi qu&#x2019;&#xE0; leur connectivit&#xE9; au r&#xE9;seau.</li><li>Gestion des demandes de service : G&#xE9;rer et prioriser les demandes de service li&#xE9;es &#xE0; l&#x2019;&#xE9;quipement audiovisuel, aux r&#xE9;servations et aux syst&#xE8;mes, et veiller &#xE0; la r&#xE9;solution imm&#xE9;diate des probl&#xE8;mes.</li><li>Installation et entretien : Participer, avec les fournisseurs, &#xE0; l&#x2019;installation, &#xE0; la configuration et &#xE0; l&#x2019;entretien de l&#x2019;&#xE9;quipement audiovisuel, y compris les projecteurs, les microphones, les haut-parleurs, les syst&#xE8;mes de conf&#xE9;rence vid&#xE9;o et les logiciels connexes.</li><li>Formation et assistance aux utilisateurs : Offrir aux utilisateurs finaux la formation et le soutien n&#xE9;cessaires afin qu&#x2019;ils puissent se servir des technologies audiovisuelles efficacement et en toute confiance.</li><li>Documentation : Assurer la tenue des dossiers dans le syst&#xE8;me de gestion des services TI du Centre d&#x2019;assistance informatique, notamment en ce qui concerne les demandes de service, les &#xE9;tapes de d&#xE9;pannage et les solutions apport&#xE9;es.</li><li>Surveillance des syst&#xE8;mes : Veiller au bon fonctionnement des syst&#xE8;mes audiovisuels et rep&#xE9;rer les probl&#xE8;mes potentiels de mani&#xE8;re proactive; mettre en &#x153;uvre, en collaboration avec les fournisseurs, des mesures pr&#xE9;ventives afin de r&#xE9;duire les interruptions de service.</li><li>Collaboration : Collaborer avec les &#xE9;quipes internes et les fournisseurs ou clients externes pour coordonner le soutien et la maintenance de l&#x2019;&#xE9;quipement audiovisuel.</li><li>Outils de communication : Mettre &#xE0; jour les renseignements n&#xE9;cessaires au bon fonctionnement des outils de communication du cabinet (num&#xE9;ros de t&#xE9;l&#xE9;phone, etc.); assurer l&#x2019;attribution et l&#x2019;entretien des appareils de communication g&#xE9;r&#xE9;s par le cabinet (t&#xE9;l&#xE9;phones cellulaires, t&#xE9;l&#xE9;phones de bureau, etc.). </li></ul>Responsabilit&#xE9;s li&#xE9;es aux services clients TI <ul><li>R&#xE9;solution de probl&#xE8;mes : Collaborer avec les &#xE9;quipes de deuxi&#xE8;me et de troisi&#xE8;me niveaux pour identifier les causes des incidents r&#xE9;currents, facilitant ainsi la r&#xE9;solution permanente des probl&#xE8;mes.</li><li>Gestion des incidents : Servir de premier point de contact pour les incidents et les demandes de service li&#xE9;s aux TI, en veillant &#xE0; les entrer dans le syst&#xE8;me, &#xE0; les cat&#xE9;goriser et &#xE0; les prioriser conform&#xE9;ment aux pratiques exemplaires de l&#x2019;ITIL et aux ententes sur les niveaux de service.</li><li>Ex&#xE9;cution des demandes de service : Traiter efficacement les demandes de service en veillant &#xE0; ce qu&#x2019;elles respectent les niveaux de service convenus et qu&#x2019;elles soient transmises aux parties prenantes concern&#xE9;es.</li><li>Gestion du savoir : Contribuer au maintien et &#xE0; l&#x2019;am&#xE9;lioration de la base de connaissances en documentant les probl&#xE8;mes connus et les solutions (permanentes ou provisoires).</li><li>Posture de s&#xE9;curit&#xE9; : Veiller &#xE0; la solidit&#xE9; de la posture de s&#xE9;curit&#xE9; du cabinet en appliquant des politiques de s&#xE9;curit&#xE9; afin de r&#xE9;duire les risques au minimum et de s&#x2019;assurer que les utilisateurs appliquent les pratiques exemplaires et les lignes directrices du cabinet.</li><li>Soutien technique : Offrir de l&#x2019;assistance aux utilisateurs pour tout probl&#xE8;me li&#xE9; &#xE0; leur mat&#xE9;riel ou &#xE0; leurs logiciels, y compris les ordinateurs de bureau, les ordinateurs portables, les imprimantes et les autres p&#xE9;riph&#xE9;riques (incluant leur installation).</li><li>Gestion des actifs : Aider &#xE0; tenir un inventaire complet des actifs informatiques en assurant notamment le suivi de leur acquisition, de leur d&#xE9;ploiement, de leur entretien ainsi que de leur mise au rebut ou de leur recyclage.</li><li>Gestion du changement : Aider &#xE0; l&#x2019;&#xE9;valuation et &#xE0; la mise en &#x153;uvre des changements, en veillant &#xE0; une interruption minimale des services de TI.</li><li>Am&#xE9;lioration continue : Participer aux initiatives d&#x2019;am&#xE9;lioration continue en rep&#xE9;rant les occasions d&#x2019;am&#xE9;liorer la prestation de services et la satisfaction des utilisateurs.</li><li>Offrir du soutien informatique &#xE0; distance en dehors des heures de travail selon un horaire pr&#xE9;&#xE9;tabli (en rotation).</li><li>&#xCA;tre en mesure de travailler au bureau (travail &#xE0; distance possible de fa&#xE7;on occasionnelle).</li><li>Faire preuve de flexibilit&#xE9; quant &#xE0; l&#x2019;horaire de travail afin de soutenir les &#xE9;v&#xE9;nements du cabinet ou de g&#xE9;rer des situations urgentes en dehors des heures normales de bureau.</li><li>Effectuer d&#x2019;autres t&#xE2;ches connexes, selon les besoins. </li></ul>Connaissances Et Exp&#xE9;rience Exig&#xE9;es <ul><li>Dipl&#xF4;me d&#x2019;&#xE9;tudes coll&#xE9;giales en informatique</li><li>Au moins deux (2) ans d&#x2019;exp&#xE9;rience en soutien informatique et audiovisuel</li><li>Exp&#xE9;rience avec les syst&#xE8;mes de contr&#xF4;le audiovisuels (Crestron, etc.)</li><li>Ma&#xEE;trise des plateformes de visioconf&#xE9;rence (Zoom, Microsoft Teams, Cisco Webex, etc.)</li><li>Connaissance des principes et des protocoles de mise en r&#xE9;seau d&#x2019;&#xE9;quipement audiovisuel</li><li>Bilinguisme fran&#xE7;ais et anglais, tant &#xE0; l&#x2019;&#xE9;crit qu&#x2019;&#xE0; l&#x2019;oral</li><li>Ma&#xEE;trise de la suite Microsoft Office</li><li>Grande capacit&#xE9; d&#x2019;apprentissage &#xE0; l&#x2019;&#xE9;gard des nouvelles applications</li><li>Comp&#xE9;tences techniques : Excellentes connaissances des syst&#xE8;mes informatiques, des r&#xE9;seaux, ainsi que des syst&#xE8;mes d&#x2019;exploitation et des applications Windows et macOS</li><li>Exp&#xE9;rience avec des outils de gestion des services de TI comme ServiceNow, ou d&#x2019;autres outils de ce genre</li><li>Connaissance des outils et des techniques d&#x2019;assistance &#xE0; distance</li><li>R&#xE9;solution de probl&#xE8;mes : Capacit&#xE9; &#xE0; analyser et &#xE0; r&#xE9;soudre efficacement les incidents et les probl&#xE8;mes</li><li>Capacit&#xE9; &#xE0; g&#xE9;rer plusieurs t&#xE2;ches simultan&#xE9;ment</li><li>Capacit&#xE9; &#xE0; travailler sous pression et selon un &#xE9;ch&#xE9;ancier serr&#xE9; </li></ul>Fourchette salariale 79 000 $ &#xE0; 85 000 $ par ann&#xE9;e. Le salaire sera d&#xE9;termin&#xE9; en fonction de l&#x2019;exp&#xE9;rience. Poste vacant Ce poste est affich&#xE9; afin de pourvoir un poste vacant. D&#xE9;claration sur l&#x2019;IA Des outils d&#x2019;intelligence artificielle pourraient &#xEA;tre utilis&#xE9;s pour aider &#xE0; la pr&#xE9;s&#xE9;lection, &#xE0; l&#x2019;&#xE9;valuation ou au choix des candidats pour ce poste. Au sujet de Fasken Situ&#xE9; &#xE0; l&#x2019;intersection de l&#x2019;excellence et de l&#x2019;expertise, Fasken est un cabinet d&#x2019;avocats de premier plan comptant plus de 900 avocats et avocates &#xE0; l&#x2019;&#xE9;chelle mondiale. Nous nous engageons aupr&#xE8;s de nos clients &#xE0; fa&#xE7;onner l&#x2019;avenir qu&#x2019;ils imaginent, pr&#xE9;cis&#xE9;ment au moment o&#xF9; cela compte le plus. Pour plus de renseignements, visitez fasken.com. Diversit&#xE9; et inclusion Chez Fasken, nous croyons en un milieu de travail diversifi&#xE9;, compos&#xE9; de personnes ayant des exp&#xE9;riences et des qualit&#xE9;s uniques. Il est important que tous nos membres trouvent notre milieu de travail accueillant et bienveillant. Un milieu de travail inclusif cr&#xE9;e un environnement &#xE9;quitable o&#xF9; les gens sont respect&#xE9;s et valoris&#xE9;s. Accessibilit&#xE9; et mesures d&#x2019;adaptation Notre cabinet consid&#xE8;re comme important que tous ses membres, y compris les personnes en situation de handicap, trouvent notre lieu de travail accueillant et stimulant. Des mesures d&#x2019;adaptation raisonnables peuvent &#xEA;tre prises, sur demande, dans tous les aspects du processus de s&#xE9;lection, pour les personnes en situation de handicap. V&#xE9;rification des ant&#xE9;c&#xE9;dents et des r&#xE9;f&#xE9;rences Toute offre d&#x2019;emploi peut &#xEA;tre conditionnelle &#xE0; la v&#xE9;rification des r&#xE9;f&#xE9;rences ainsi qu&#x2019;&#xE0; des v&#xE9;rifications compl&#xE8;tes des ant&#xE9;c&#xE9;dents (casier judiciaire, dossier de cr&#xE9;dit, ant&#xE9;c&#xE9;dents professionnels et scolaires, etc.).

Audio Visual Service Desk Analyst | Analyste, Services clients TI et audiovisuel

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact&#x2019;s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. <ul><li>Flexible work arrangements and a hybrid work model</li><li>Possibility to purchase up to 5 extra days off per year</li><li>Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more</li><li>Share plan &amp; other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) </li></ul>Salary Range (but Not Limited To) 50,900 - 62,200 Annual Bonus Target, Based On The Base Salary, With a Potential Payout Of Up To Double The Target (subject To Personal And Company Performance) 5% As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) &#x2013; with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. About The Role We&#x2019;re looking for an IT User Support I to join our growing team! What You&#x2019;ll Do Here <ul><li>Deliver exceptional customer service while managing a high call volume in a fast-paced helpdesk environment.</li><li>Respond to users (brokers / employees) regarding computer systems issues or questions.</li><li>Record all queries in order to document the steps leading to the resolution of the problem.</li><li>Intervene in critical situations in the event of a system failure.</li><li>Ensure allocation of the necessary technical resources in order to respond concretely to any situations by following the existing escalation scales.</li><li>Ensure the management and integrity of user identity by following the procedures in place to secure the use of computer systems.</li><li>Participate in the development of documentation intended for users in collaboration with the other support services of the company. </li></ul>What You Bring To The Table <ul><li>At least 1 year of customer service experience in a call center or in a user support role</li><li>Experience with Windows, MS Office, Lotus Notes, LAN / WAN</li><li>Customer/People focused</li><li>Team spirit and collaborative approach</li><li>Degree in computer science or any combination of equivalent education and experience</li><li>In-depth knowledge of PCs and centralized system environments</li><li>Be proficient in diagnostics and documentation</li><li>Be action and detail oriented</li><li>No Canadian work experience required however must be eligible to work in Canada. </li></ul>Ce poste jouera un r&#xF4;le essentiel au sein de notre &#xE9;quipe. | This position will fill an essential role in our team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact&#x2019;s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We&#x2019;ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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