WCG International Consultants Ltd.
1 year ago
User Support Representative (Temporary 5 Month Fixed Term)
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Company information
- Company
- WCG International Consultants Ltd.
- Location
- Canada, Alberta, Calgary region, Calgary Canada
- Posted
- 1 year ago
Job description
Job Description
About the role
Location: Remote, Western Provinces (BC, AB, and MB)
Term: 5 Month Fixed Term
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
Required skills
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