Job Description
User Support Representative
Job Category: Client Service
Requisition Number: BILIN001831
Posting Details
- Full-Time
- LocationsVictoria Home Office
Victoria, BC, CANVancouver Home Office
Vancouver, BC, CANKelowna Home Office
Kelowna, BC, CAN
Job Details
Description
Program: RSVP
Status: Permanent Full-Time (37.5 hours/week)
Location: Remote – BC
Who we’re looking for
User Support Representative
Like WCG, you believe in the power of work to transform lives. As a User Support Representative, you’ll be responsible for providing front line support for the RSVP program by responding to inquiries from users related to claim related questions, and basic technical issues regarding the participant portal and learning management software via telephone and secure message. The User Support Representative 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
- Password resets
- Log issues in ticketing system
- Establishes and maintains good working relationships with businesses and community service organizations in the service area, with a strong focus on employers
What you bring
- Ability to work alternate hours if required Monday-Friday (operational across all time zones across Canada)
- Bilingual (English/French) an asset
- Previous experience in customer service, call centre, or help desk positions
- Strong digital literacy skills, and ability to quickly learn new program specific software
- Excellent communication, problem solving and active listening skills
- Employment conditional on obtaining a criminal record check and federal Reliability Status Security Clearance