[Remote] Bilingual User Support Representative (Temporary 5 Month Fixed Term)

Note: The job is a remote job and is open to candidates in USA. WCG Services is a company dedicated to creating sustainable employment opportunities since 1994. They are seeking a Bilingual User Support Representative to provide front line support for the RSVP program, responding to user inquiries and resolving technical issues.

Responsibilities

• 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

Skills

• 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

Benefits

• 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

Company Overview