Bilingual User Support Representative

1 week ago

Victoria, British Columbia, Canada WCG Services Full time

We believe in the power of work.
Since 1994, we've been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth.

Job Description
About the role
Location:
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 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 participant claims inquiries
  • 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
  • Password resets
  • Log issues in ticketing system

Qualifications
What you bring

  • Bilingual - English & French
  • Flexibility in work hours Monday - Friday (operational across all time zones across Canada)
  • Experience in customer service, call center or help desk
  • Strong digital literacy skills and ability to navigate unfamiliar software
  • Quiet distraction free workspace
  • 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 $50,700 - $52,786.50 per year
  • Comprehensive and flexible health and dental benefits
  • RRSP Matching program of 1.5% base earnings
  • Ongoing learning and development opportunities
  • Generous time-off 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
Diversity, Equity, Inclusion and Belonging Matter
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.

Passion and Lived Experience Matter
If 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.

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