Bilingual Helpdesk Agent -13 Month Contract

About Our Client : Our client is a highly reputable organization in the insurance industry.

Position Scope :

Our client is looking for someone who loves working with technology, learning new things, and helping people to join their examinations administration team.

Responsibilities

• Coordinate ongoing administration of virtually and in-person proctored examinations
• Provide support to students on all exam administration activities, e.g., scheduling exams, basic technical troubleshooting, investigating issues / breaches, dealing with complaints
• Translate documents and communications from and to both official languages.
• Coordinate with exam centres, proctors, markers, and all related functions
• Work with third party exam software provider to troubleshoot common technical issues
• Communicate exam processes and changes to internal stakeholders, e.g., Member Services, local chapters, IT, and external regulatory partners
• Follow policies and procedures and escalate issues appropriately
• Maintain up to date tracking sheets and other documents as necessary
• Prepare, process and follow up on various exam related reports and invoices for internal and external stakeholders
• Assist in maintaining the department’s computer shared drive and email accounts
• Cross train on Examinations Program Coordinator roles
• Provide back-up of responsibilities for Examinations Team
• Provide administrative support to the Registrar’s office
• Adhere to confidentiality requirements by following exam security protocols and ensuring candidate privacy and exam information security
• Other duties as necessary

Required Skills and Knowledge :

• Experience with various software and SaaS applications
• Proficiency in Microsoft Office, Excel and a variety of web applications
• Strong attention to detail
• Problem-solving abilities
• Ability to plan, organize and manage time
• Excellent communication skills verbal and written
• Customer focused; comfortable addressing inquiries and issues
• Able to network and maintain relationships
• Willingness to learn new software, processes and tasks as necessary
• Willingness and ability to adapt to change

Specialization in at least one of the following areas is considered a strong asset :

• Examination proctoring or other exam administration
• Basic computer-based troubleshooting for clients / customers
• Development of policies, process documents, office systems, etc.

Education and Experience :

• French language advanced proficiency mandatory
• Post-secondary degree or diploma
• Minimum one year experience working in a help desk role or similar
• Experience with Microsoft Office and a variety of software and SaaS applications
30+ days ago