The Technical Support Specialist is responsible for supporting BMO InvestorLine clients experiencing issues with the InvestorLine website, mobile application, and related digital services. The role serves as the primary owner of technical support cases received through transferred calls, escalations, and email referrals. The successful candidate combines strong technical aptitude, exceptional customer service skills, and effective case management practices to ensure a positive client experience while driving issue resolution.

Client

Support & Issue Resolution Take ownership of complex, recurring, or unresolved technical support cases transferred from frontline teams or received through email. Serve as the primary point of contact for clients experiencing digital platform issues. Determine whether an issue is client-specific, account-specific, device-related, browser-related, or a broader platform incident.

Identify appropriate 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.

Clearly explain technical concepts and solutions in client-friendly language. Manage a portfolio of active technical support cases from intake to resolution. Prioritize cases based on urgency, client impact, and business risk.

Monitor open cases to ensure service levels and follow-up commitments are met. Escalate unresolved issues to internal support teams when required.

Technical Expertise

Develop and maintain expert knowledge of the InvestorLine website, mobile application, and digital tools. Identify recurring issues and recommend opportunities for process improvement. Assist in testing and validating solutions for reported technical concerns. Support our clients with the BMO Active Trader platform.





Customer Experience

Deliver an exceptional client experience during potentially frustrating technical situations. 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. ~ CIRO licensed as an Investment Representative – Equities and Options is an asset. ~ Technical certifications would be considered an asset. ~ Language preferences for the role: Strong verbal and written language skills in both French and English. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. BMO Financial Group’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. It calls on us to create lasting, positive change for our customers, our communities and our people. We strive to help you make an impact from day one – for yourself and our customers.

We’ll support you with the tools and resources you need to reach recent milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. Accommodations are available on request for candidates taking part in all aspects of the selection process.

A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes. #

📌 Digital Support Analyst, BMO Investorline (Bilingual in French and in English) (Quebec City)
🏢 BMO
📍 Quebec City