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
WCG Services has been partnering with governments and local agencies to create sustainable employment opportunities for people & businesses. It was founded in 1994, and is headquartered in Victoria, Newfoundland, CAN, with a workforce of 201-500 employees. Its website is https://www.wcgservices.com.