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
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