Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy
Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information.
Apply simple policy requirements; recognize boundaries and escalate beyond scope.
Utilize Copilot/AI to tailor email responses and ensure professional tone.
Process name/email changes, account access, duplicate account merges, certificate lookups, materials.
Process invoice and payment corrections, Moneris investigations, accounts/roster errors; PA account creation and management.
Validate and process account correction requests to maintain data integrity.
Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates.
Ensure data integrity by conducting audits of course records and instructor/PA activities; verify adherence to standards and protocols and escalate when appropriate.
Identify potential issues proactively; and escalate for implementation of preventive measures with clear documentation.

Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration)
2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast paced environment
French/English bilingual is an asset
CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting.
Strong critical thinking and conflict resolution skills
Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions
Organized, detail oriented; able to prioritize in a fast-paced environment.
Ability to follow call scripts while maintaining a natural conversation
Sound judgment to know when to escalate issues or make customer accommodations
Data entry accuracy and attention to detail
Openness to coaching, feedback, and continuous improvement
Reliability, punctuality, and strong work ethic.

Associate, Resuscitation Support Centre – 12-month contract

Key skills