ATS Service Desk Specialist (6 Month Contract)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that let your talents shine.   

We strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs

Vision/Mission:

Sun Life is a global Financial Services company. Our Advisor Technology Support (ATS) Team are part of our award-winning Service Desk. The team is spread geographically with employees currently based in Ireland and Canada. The ATS team provide support for Advisors, their assistants and Multi-Advisor Corporations all over Canada. Right now we’re looking for people who care deeply about providing exceptional Customer Service to join us. 

Core competencies/qualities

Do you like the idea of working as part of a diverse, inclusive and welcoming team? Do you feel confident speaking on the phone? Would you like to build and develop lasting relationships with clients? Do you like figuring things out? Do you enjoy solving puzzles? Are you the one everyone comes to when they need help with their phone or computer?

If this sounds like you, please read on.

What we do:

Here on the ATS Support Line we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.

Job role & objectives:

Once you join the team at Sun Life the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching, you’ll get there. You will be taught what you need to know from the technical aspect and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with some of the issues that arise and some of the technical terms used by the team but the coaching is available for every successful applicant whether or not they have ever taken any formal IT courses.

Responsibilities:

As a member of the Advisor Technology Support Team:

You will be the first line of support for Sun Life’s Advisor community’s’ technical issues. You will work as part of an IT support team, proactively coming up with solutions. You’ll be aware that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible. You’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed. You can search the Knowledge Base (KB) by typing in a few key words. You can ask more experienced colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There is also a coach available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution. After each call, you will log the details to help us track and learn from the calls we get to help improve our client’s experiences. When you can‘t fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps. By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients. You will look for opportunities to streamline your daily tasks to add value to the team, your client and sometimes both.

Here’s a quick look at why working for Sun Life Ireland is so rewarding:

Our employees are offered a considerable benefits package* from practical things like private health insurance & a pension scheme to the option of being in the Sports & Social club who run events most months treating members to pizza, doughnuts, reduced cost tickets for local and national amenities and even encouraging people to give indoor soccer, inter-firms tennis or tag rugby a try.

We are a team focused on investing in all our employees and the progression of women features prominently in our vision. From partnering with local secondary schools & WIT, to our mentorship programmes within Sun Life such as Horizon & Girls Run IT. We recognise that women have an incredible amount of qualities, knowledge and experience to bring to the company and with the right encouragement we can help them reach their full potential.

Working for Sun Life means being part of a company that gives back to our local community. You’ll be part of an organisation that continually raises money for charities, runs laptops for school programmes, sponsors sports players and much more.

We want you to evolve and advance in your career with Sun Life Ireland. Working together, we will support you on your journey to achieving your professional goals.

Let’s not forget the positives of Waterford; from the city scene to the coastline and newly constructed Greenway, there are so many things to do, both in Waterford and our neighbouring counties. With a lower cost of living compared to other cities, Waterford can offer a more relaxed and accessible lifestyle. 

Here’s a quick look at why working for Sun Life Canada is so rewarding:

Being part of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and lead healthier lives. Our workplace is a friendly, collaborative and inclusive place to work where an interactive team environment is apparent. Sun Life offers a competitive Total Rewards package including salary, Incentives, flexible benefits, pension, stock and savings programs, fitness and wellness programs and flexible work arrangements.  

We are a team focused on investing in all of our employees and the progression of women features prominently in our vision. From partnering on STEM initiatives, to our mentorship programmes, we recognize that women have an incredible amount of qualities, knowledge and experience to bring to the company and with the right encouragement we can help them reach their full potential.

Working for Sun Life means being part of a company that encourages diversity and inclusion strengthening our culture, unleashing creativity, innovation and business value by welcoming different perspectives, experiences and beliefs. You’ll be part of an organization that gives back to the local community, raises money for various charities, and encourages work life balance for its employees..

We want you to evolve and advance in your career with Sun Life. Working together, we will support you on your journey to achieving your professional goals.

Let’s not forget the positives of Waterloo-Kitchener; considered the Silicon Valley of Canada with the second-highest density of start-ups in the world. The city of Waterloo is home to a vibrant and growing economy. It’s centrally located with Toronto, London and Hamilton all close by with access to 4 international airports also close by. Waterloo prides itself on its safe, healthy and vibrant communities with amenities in abundance including parks, libraries, galleries and festivals. Housing options are plentiful and with the regions transit system it’s easy to commute too. Education and research institutions are also plentiful to help prepare for future challenges and opportunities.

*Benefits – Ireland

• Maternity Leave, Paternity Leave, Parental Leave
• €275 Fitness Reimbursement for gym membership annually
• Annual Bonus plan based on Company and Individual Performance
• 100% Private Health Insurance cover for employees and 50% contribution for family members from date of hire.
• Study Assistance Programme inclusive of Masters Programme
• S&S Club, Wellness Programme, GP Scheme, Flu Vaccines, Eye Care Scheme as well as lots of discounted events and classes
• Defined Contribution Pension Scheme

Salary Range: €35,700 - €48,200

At our company, we are committed to pay transparency and equity. Your actual base salary will be determined based on your unique skills, qualifications, experience, and education. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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