Service Desk Representative II

The Opportunity - Your Career at Moneris

As a Service Desk Representative, you will be the first point of contact for Moneris customers requiring service. You will respond to, process and take full ownership of all requests for service, ensuring prompt problem resolution while delivering best-in-class customer service. This is a full-time permanent position.

Location: You will work from our Montreal office in a hybrid work model.

Salary Range: The expected base salary range for this role is $40,000 - $47,000.

Reporting Relationship: You will report to Team Lead, Customer Service.

Posting Type: Replacement *Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.*

Your Responsibilities - Your Career at Moneris

• Respond promptly to incoming calls and emails related to tickets opening or closing.
• Resolve tickets in a timely and accurate manner, ensuring all relevant details are documented.
• Perform device swaps and ensure users are fully operational post-swap.
• Escalate unresolved issues to the appropriate technical teams.
• Monitor alerts and system performance to proactively identify and resolve issues.
• Follow our service-level agreements (SLAs) for response and resolution times.
• Provide exceptional customer service and follow up to ensure user satisfaction.
• Your Profile - Your Career at Moneris

Required Skills and Experience

• 2+ years in customer service positions (call center experience is an asset).
• Hold a secondary education diploma or post-secondary education. Equivalent work experience may be considered a substitution.
• Fluency in English and French (reading, writing and verbal).
• Proficiency with Microsoft Windows / MS Office Applications.
• Willingness to work shifts (days, evenings and weekends).
• Your Benefits - Your Career at Moneris

At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.
• Flexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs.
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.

Find out more about the work perks and benefits you get as a Moneris employee at *Moneris.com/careers*

Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.