About this role

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

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

Comprehensive 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

Bilingual User Support Representative – Temporary 5 Month Fixed Term

Key skills