Support Analyst – Educator Help Centre

Do you have what it takes to join our clients Global Support Enable team? We are looking for a versatile operator and facilitator to support our clients Educator Help Centres success.

If you are adept at coordinating training programs, conducting Quality Assurance Reviews, and driving operational improvements in a fast-paced environment, we want to hear from you!

Who The Company :

Our client, one of Vancouver’s most sought-after companies to work for, with global operations and an impeccable reputation.

What- The Role :

On the Global Support Enablement team, you are a versatile operator and facilitator that supports the Educator Help Centre (EHC) to perform at their best.

Your day-to-day is spent coordinating and facilitating the

EHC training program, completing Quality Assurance Reviews for our client’s support team, completing regular review and follow up of internal employee satisfaction data and supporting as a subject matter expert on operational improvement initiatives.

Responsibilities :

Facilitate training delivery for client’s Educator Help Centre (EHC) global employees; this includes facilitation, creating access requests, hosting learner check-ins, scheduling of training and coordinating shadow shifts

• Coordinate and support the EHC’s quality assurance program; this includes reviewing EHC employee interactions to assess quality and sending review results to employees.
• Analyze the EHC’s CSAT (Customer Satisfaction) survey data and action the feedback received; this includes following up with end-users and providing feedback to EHC employees.
• Support with documentation and improvement of our Standard Operating Procedures
• Support with ServiceNow testing requirements to support continual improvements for the EHC
• Participate in the maintenance of our EHC training program learning assets
• Participate as a project resource when required
• Flexible working hours Monday Friday to support global training delivery needs when required

Who- the Candidate :

• Degree or diploma in Business or a related field
• 1+ years of work experience delivering live training to contact-centre employees
• 1+ year work experience in technology support would be considered an asset
• Experience with call and ticket logging applications to manage workload, ServiceNow experience is highly preferred
• Strong experience with MS Office Applications including Teams, Outlook, PowerPoint, and Excel
• Excellent interpersonal skills : a clear, honest, and kind communicator with the ability to build relationships and trust, and work in a team environment
• Strong written and verbal communication skills
• Passionate about the technology support experience for employees or guests
• Highly motivated, creative, detail oriented.

How much :

Competitive hourly wage in the range of $31-33 / hr + 4% vacation pay

Where :

Vancouver, hybrid working conditions, 3 days’ onsite, 2 remote working days

When & How To Apply :

Swim Recruiting has been engaged as a trusted recruitment agency partner on this important search. If you already have a Recruiter at SWIM, please reach out very soon.

If you do not yet have a contact at Swim Recruiting, please hit 'APPLY NOW' to send us your resume. Thank you!