Bilingual User Support Representative

2 weeks ago

Victoria, Canada WCG Services Full time

FRENCH TO FOLLOW

**Program**: RSVP

**Location**:Remote - Canada

**Who we’re looking for**:
**Bilingual User Support Representative**

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**:

- Possibility to work alternate hours if required Monday - Friday (operational across all time zones across Canada)
- 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
- Quiet distraction free workspace
- Excellent communication, problem solving and active listening skills
- Employment conditional on obtaining a criminal record check and federal Reliability Status Security Clearance
- Commitment to continuous learning and development

**What we offer**:

- Competitive salary
- Comprehensive and flexible health and dental benefits
- Ongoing learning and development opportunities
- Generous time off policy to encourage work/life balance
- A diverse and inclusive workplace with a track record of high employee engagement and teamwork

For complete job requirements, see the full Job Description here.

WCG is strengthened by diversity. We are_ _committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving 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.
- **Programme**: Services de réadaptation et d’assistance professionnelle (SRAP)

**Lieu **:Télétravail - Canada

**Qui recherchons-nous?**:
**Représentant bilingue de l’assistance technique**

Tout comme WCG, vous croyez en la puissance du travail pour changer des vies. En tant que représentant de l’assistance technique, vous fournirez une assistance de première ligne pour le programme RSVP en répondant aux demandes des utilisateurs concernant leurs réclamations et les problèmes techniques de base relatifs au portail des participants ou au logiciel de gestion de l’apprentissage par téléphone et par message sécurisé. En tant que représentant de l’assistance technique, vous diagnostiquerez les problèmes en discutant avec les utilisateurs, vous résoudrez les problèmes simples et créerez des tickets dans le système de billetterie pour les problèmes plus complexes.

**Vos tâches**:

- Répondre aux demandes d’information des utilisateurs, qu’il s’agisse de questions relatives aux réclamations ou de problèmes techniques de premier niveau, par téléphone ou par message sécurisé
- Assurer la liaison avec l’équipe chargée des sinistres pour résoudre les problèmes liés aux sinistres
- Faire preuve d’une écoute active avec les appelants et confirmer ou clarifier les informations
- Documenter les demandes de renseignements dans le système de gestion des dossiers et le système de billetterie
- Identifier et résoudre les difficultés techniques et réinitialiser les mots de passe
- Enregistrer les problèmes dans le système de billetterie
- Établir et maintenir de bonnes relations de travail avec les entreprises et les organisations de services communautaires dans la zone de service, en se concentrant sur les employeurs

**Votre expérience**:

- Possibilité de travailler en alternance si nécessaire du lundi au vendredi (opérationnel sur tous les fuseaux horaires du Canada)
- Bilingue (anglais-français)
- Expérience en matière de se

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