Support and Solutions Representative

About the role

A support role handling student and faculty inquiries by phone, chat and email in a busy operations centre. The representative troubleshoots technical and non-technical issues and escalates complex cases.

What you will do

• Resolve student and faculty inquiries through phone, chat and email
• Troubleshoot access, software, hardware and platform tool problems
• Log, track and escalate incidents with detailed summaries
• Meet productivity targets such as contacts per hour and first-contact resolution
• Support several internal departments and probe issues to avoid repeat calls

What they look for

• High school diploma and at least one year of related experience
• Background in inbound technical support
• Comfort with Microsoft Office, Windows and browsers, and willingness to learn new applications
• Strong customer service skills
• Ability to explain technical information clearly and resolve issues on first contact

Benefits

• Remote work supporting a flexible work and life balance
• Retirement plan with automatic enrolment and company contributions
• Tuition assistance and discounts for employees and close family
• Health benefits available from the first day of employment
• Generous paid time off including holidays, vacation, personal and sick days