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Customer Support Representative

2 weeks ago

Port Colborne, Canada Dunk & Associates Inc. Full time

Dunk & Associates/Systems 24-7 is a privately-owned Canadian company in operation since 2000, specializing in helping employers create safe, healthy workplaces. We do this by assisting companies in managing their workplace programs, such as Health & Safety, Human Resources, and Wellness and providing them with our in-house developed employee “hub”, Systems 24-7. Our Customer Support Team assists our clients from a wide variety of industries to achieve success by lending our expertise, experience, and support.

Dunk & Associates is a progressive employer and offers:

- Employee benefits (after 6 months)
- RRSP / TFSA contributions matching up to $200/month (after 1 year)
- Participation in our 4-day work week after 1 full year of employment

The hourly range for this position is $20 to $23 per hour depending upon skill level and experience.

**Duties and Responsibilities**:
The Customer Support Representative will be responsible for:

- Answering inbound calls and triaging as necessary to the relevant department and team.
- Evaluation of our distance-based JHSC Certification program (watching learners, helping with login and technical issues, taking up test scores, etc.)
- Providing basic assistance to our clients across Canada such as:

- Support on the front-end user or administration areas in Systems 24-7.
- Answering basic health and safety or HR questions, such as whether JHSC Certification training is required, where to find a policy, etc.
- Providing webinar technical support.
- Research, report writing, and developing content for our programs to be reviewed by our Professional Services Manager.
- Logging all client notes in our CRM (client relationship management) program.
- Supporting the IT and Professional departments by performing various administration tasks such as:

- Document uploads in various formats (i.e. html, Word, Excel, PowerPoint, and PDF) to Systems 24-7
- Assisting with webinar administration (set-up and scheduling)
- Posting and activating monthly Compliance Packages to Systems 24-7
- Creating various surveys and quizzes online
- Assisting with new client setups
- Supporting the Health and Safety Excellence program and JHSC Certification programs
- Pulling reports and other data
- Preparing user guides for Systems 24-7
- Making outbound calls to support existing clients in our programs.
- Logging concerns in our project management software and assigning to the relevant team
- Other duties as assigned.

**Qualifications**:

- A skill set for problem-solving
- A safety-conscious mindset
- Above all else, strong attention to detail with the ability to meet deadlines as required.
- A keen eye for the little details, including spelling and grammar errors, broken images or links, etc.
- The ability to learn and adapt to new technology/systems quickly. Dunk & Associates uses the latest and greatest technology
- Proficiency in Microsoft Office products (i.e. Outlook, Word, PowerPoint, Excel, Teams, etc.)
- Strong customer service skills and be able to communicate well in both official languages (both verbally and written).
- The ability to take direction both verbally and written, ask for directions, and to prioritize work to self-manage your workload.
- At least 3 years of experience in a customer service role.
- A college diploma or university degree.
- Background in either health or safety or HR through education or related work experience. This could include through assisting with new hire orientations, participating in a health and safety committee, being a client of Dunk & Associates at a previous employer, etc.
- Ability to maintain client confidentiality.
- Located within Ontario as the position requires occasional in-person meetings.
- An adult education certificate is an asset.

**Other Requirements**:

- A quiet, designated home office space is required. This must be separate from other living spaces (i.e. cannot be at the kitchen table, the living room, or other shared spaces).
- Your own equipment (i.e. computer, monitors, printer, etc.) with an active anti-virus installed. A monthly allowance will be provided to assist with this. Must have a minimum of 2 monitors.
- Availability to work rotating afternoon shifts.
- Occasional travel will be required to attend meetings and training sessions (mostly within the Niagara region) including at least a one-week orientation session.
- A Criminal Background Check will be required upon hiring. Those with charges of theft and fraud will not be hired.

**When Applying**:
Please attach a cover letter quoting the position title and highlight your qualifications and experience.

**Salary**: $20.00-$23.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday

Work Location: Hybrid remote in Port Colborne, ON L3K 5V3