Client Support Representative

POSITION SUMMARY:

Reporting to the Helpdesk Team Lead, the Client Support Representative is responsible for; gathering, prioritizing and disseminating information related to support for the Emergency Communication Centre, including internal and external users. The Client Support Analyst provides 1st level user and system support for the Provincial Public Safety Telecommunications Network (PPSTN), the Provincial Control Burn Line, as well as a variety of programs through the Provincial Help Desk, such as 1st level user and application support for Fire Incident Reporting systems, the Provincial Civic Addressing Registry, and other critical business systems. Helpdesk personnel perform data entry within various public safety computer applications and programs. Client Support Representative acts as the first level of support and ensures that all communication and information is provided to the highest level of public safety standards.

PRIMARY RESPONSIBILITIES AND DUTIES:

The Client Support Representative will:

· Participate in and aid in the development of a tiered helpdesk support model.

· Receive and prioritize trouble tickets and service requests in a variety of methods including automated emails, directed emails, telephone and verbal.

· Create, edit, update, resolve and close trouble tickets and service requests within the Service Desk Plus helpdesk application.

· Maintain and update information within agency data, records management and contact management systems; including but not limited to Service Desk Plus, Calltaker, CADDBM (Computer Aided Dispatch Database Management), PPSTN database, and client contact lists.

· Monitor a Computer Aided Monitoring System for the PPSTN Radio towers across the province, providing status notifications accordingly and coordinating with external agencies when required.

· Send communications to our PPSTN radio clients, fire clients, dispatch clients, etc. in regards to any outages, upgrades, or other types of communications requested.

· Create and update documentation relating to effective support of all systems.

· Proactively identify problems and report them within the guidelines of the Service Desk Plus system.

· Follow-up with internal members and clients to ensure support is delivered in a timely and effective manner.

· Follow-up with Tier2 support personnel on open issues.

· Maintain safe work areas; organizing and managing space effectively.

· Other duties as assigned

QUALIFICATIONS:

· High School Diploma or Canadian equivalent minimum; post-secondary preferred but not necessary

· Minimum typing speed of 35 wpm, with at least 80% accuracy supported by documentation (typing test to be administered during hiring process)

· Adaptable to new emerging technologies, as well as working knowledge of Windows, and Microsoft Office Suite (Excel, Word, Outlook)

· Advanced Computer Skills.

· Possess the ability to communicate effectively in both written and verbal English

· Satisfactory Criminal Record check

· Legally entitled to work in Canada

COMPETENCIES:

· Teamwork-- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

· Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Oral Communication-- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

· Written Communication-- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.

· Professionalism-- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Adaptability-- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

· Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative

approaches and ideas

WORKING CONDITIONS

The Client Support Representative works Mon – Fri, 8 AM till 5 PM (with the potential for this to shift to extended hours)

The Client Support Representative may be required to work outside regular business hours to attend staff meetings, emergencies or other functions as required and or directed by his/her supervisor.

Apply by: October 30, 2025

Job Types: Full-time, Permanent

Pay: $55,799.12-$67,163.72 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Work Location: In person