Job Description
User Support Representative (Bilingual – English & French) – Temp (6-month)
Job Category: Client Service
Requisition Number: BILIN001853
Posting Details
- Full-Time
Locations
Showing 1 location
Canada – Home Office
Job Details
Description
Who we’re looking for
Role: User Support Representative (Bilingual – English and French) – Temporary (6-month)
Program: RSVP
Location: Remote – Canada
Like WCG, you believe in the power of work to transform lives. As a User Support Representative, you will provide front line support for the RSVP program by responding to inquiries from users related to their claims, and basic technical issues regarding the participant portal and learning management software via telephone and secure message. As the User Support Representative, you will diagnose problems through discussions with users and will resolve straightforward issues and create tickets in the ticketing system for more complex problems.
What you’ll do
- Respond to inquiries ranging from claims questions to first tier technical issues from users via phone and secure message
- Liaise with claims team to resolve claims related issues
- Engage in active listening with callers and confirm or clarify information
- Document inquiries in the Case Management System and Ticketing System
- Identify and troubleshoot technical difficulties and preform password resets
- Log issues in ticketing system
- Establish and maintain good working relationships with businesses and community service organizations in the service area, with a strong focus on employers
What you bring
- Bilingual (English/French)
- Experience in customer service, call centre or help desk
- Strong digital literacy skills and ability to quickly learn new program specific software
- Excellent communication, problem solving and active listening skills
- Commitment to continuous learning and development
- Ability to work alternate hours if required Monday – Friday (operational across all time zones across Canada)
- Quiet distraction free workspace
- Employment conditional on obtaining a criminal record check and federal Reliability Status Security Clearance