Digital Support Analyst
Core
Customer-focused technical support role resolving complex issues across digital investment platforms and services.
Role type
Senior IC technical support analyst
Builds
Digital investment platforms and services for clients
Domain
Financial services / Digital platforms
Deliverable
client delivery
Required skills
technical troubleshooting, case management, root cause analysis, incident identification, client communication, documentation, prioritization
Preferred skills
IIROC licensing, technical certifications
Technologies
web browsers, mobile devices, operating systems, online applications, BMO Active Trader platform
Responsibilities
Own complex and recurring support cases from intake to resolution; investigate and troubleshoot website, mobile app, and account access issues; determine if issues are client-specific or broader platform incidents; guide clients through troubleshooting steps; coordinate escalations to technology, cybersecurity, fraud, or third-party providers; manage a portfolio of active cases and maintain accurate records; identify potential widespread incidents by analyzing case patterns; develop and maintain knowledge of digital platforms and releases; contribute to troubleshooting documentation and reusable guidance.
Seniority
Mid-level, hands-on IC