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Bilingual User Support Representative
3 weeks ago
Job DescriptionAbout the roleLocation: Remote, Eastern Provinces (Quebec & Ontario)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 you'll doRespond to inquiries ranging from claims questions to first tier technical issues from users via phone and Secure MessageLiaise with claims team to resolve claims related issuesEngage in active listening with callers and confirm or clarify information Document participant claims inquiriesTriage Secure Messages, create ticket for Claims Team and maintain tracking spreadsheet to ensure all messages are responded to and tickets resolvedIdentify and troubleshoot technical difficultiesPassword resetsLog issues in ticketing systemQualificationsWhat you bringBilingual - English & FrenchFlexibility in work hours Monday - Friday (operational across all time zones across Canada)Experience in customer service, call center or help deskStrong digital literacy skills and ability to navigate unfamiliar softwareQuiet distraction free workspaceExcellent communication and active listening skillsEmployment conditional on obtaining a criminal record check and federal Reliability Status Security ClearanceFor complete job requirements, see the full Job Description here.Additional InformationWhat we offer Competitive salary of $50,700 - $52,786.50 per yearComprehensive and flexible health and dental benefitsRRSP Matching program of 1.5% base earningsOngoing learning and development opportunitiesGenerous time-off policies that promote work/life balanceA diverse and inclusive workplace with a track record of high employee engagement and teamworkThe opportunity to do work that makes a differenceICWCGWORKBCKELDiversity, Equity, Inclusion and Belonging MatterWCG 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. Passion and Lived Experience MatterIf you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.
