Bilingual User Support Representative

WCG International Consultants Ltd.; Greater Sudbury; On-site; CAD 49,000; Full time

Job summary

A leading company is seeking a User Support Representative to provide front-line assistance for their RSVP program. The role involves resolving user inquiries related to claims and technical issues, requiring excellent communication and digital literacy skills. The position offers a competitive salary and comprehensive benefits in an inclusive workplace that values diversity.

Benefits

Comprehensive and flexible health and dental benefits

RRSP Matching program of 1.5% base earnings

Ongoing learning and development opportunities

Generous time-off policies

Diverse and inclusive workplace

Qualifications

• Experience in customer service, call center, or help desk.
• Strong communication and active listening skills.
• Flexibility in work hours, conditional on reliability and security clearances.

Responsibilities

• Respond to inquiries about claims and technical issues via phone and Secure Message.
• Liaise with the claims team to resolve related issues.
• Log technical issues in the ticketing system.

Skills

Customer service

Digital literacy

Communication

Active listening

Job description

The User Support Representative will provide front line support for the RSVP program by responding to inquiries from users regarding appointment changes claim related questions and basic technical issues regarding the Participant Portal 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 youll 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
• Triage Secure Messages create ticket for Claims Team and maintain tracking spreadsheet to ensure all messages are responded to and tickets resolved
• Identify and troubleshoot technical difficulties
• Log issues in ticketing system

Qualifications : What you bring

• Flexibility in work hours Monday Friday (operational across all time zones across Canada)
• Experience in customer service call centeror help desk
• Strong digital literacy skills and ability to navigate unfamiliar software
• Excellent communication and active listening skills
• Employment conditional on obtaining a criminal record check and federal Reliability Status Security Clearance

For complete job requirements see the full Job Description here.

Additional Information :

What we offer

• Competitive salary of $48142per year
• Comprehensive and flexible health and dental benefits
• RRSP Matching program of 1.5% base earnings
• Ongoing learning and development opportunities
• Generous timeoff policies that promote work / life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork
• The opportunity to do work that makes a difference!

ICWCGWORKBCKEL

WCG isstrengthened by diversity. We arecommitted to achieving a workplace that is equitable and representative of Canadas diverse population. We actively work to attract develop and retain employees from diverse and equitydeserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible barrier free recruitment and selection process. If contacted for an employment opportunity please advise us if you require accommodation in advance of any part of the recruitment and selection process.

Remote Work : Employment Type :

Key Skills

Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex

Experience : years

Vacancy : 1

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