Senior Technical Support Specialist (Banking)
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Base pay rangeCA $30.00/hr - CA $35.00/hr
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Job TitleSenior Technical Support Specialist (Banking/Financial)
LocationWaterloo, ON (Hybrid – 3 days onsite)
Contract Duration9 months (with possible extension)
Start DateASAP
About the RoleWe are seeking an experienced Senior Technical Support Specialist to join our Digital Solutions team. In this client‑facing role, you will support Financial Hub platform, ensuring service excellence through onboarding, certification, and resolution of complex technical and operational issues.
Key Responsibilities- Act as the single point of contact for all platform service requests.
- Deliver 2nd/3rd level technical support, including troubleshooting and functionality assistance.
- Conduct root cause analysis for recurring issues and implement preventive measures.
- Serve as escalation point for high-priority incidents, ensuring timely resolution and communication.
- Monitor applications, alerts, and connections to maintain transaction reliability.
- Perform functional testing prior to production releases to ensure compliance with client requirements.
- Apply ITSM practices (Incident, Problem, Change Management) for consistent support delivery.
- Coordinate onboarding, testing, and certification with clients and vendors.
- Maintain documentation and knowledge base articles; contribute to continuous improvement initiatives.
- Bachelor’s degree in Computer Science or equivalent experience.
- Minimum 5 years in IT support, ideally within financial services technology.
- Strong problem‑solving skills and ability to resolve complex issues under pressure.
- In‑depth understanding of AP/AR processes, payment workflows, and reconciliation.
- Experience with domestic/international payment processing and regulatory compliance.
- Proficiency in SWIFT iso
15022/20022 standards and related formats. - Hands‑on exposure to TMS, ERP systems, and payment gateways.
- Excellent communication skills for client interactions.
- Knowledge of trade and post‑trade processes (equities, fixed income, ETFs, fund orders).
- Experience with asset financing and treasury management practices.
- Familiarity with automation tools for AP/AR and liquidity management.
- Willingness to work on a shifting schedule.
Not Applicable
Employment typeContract
Job functionFinancial Services and Banking
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