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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues
- Understand business requirements, build test cases and test software changes
- Troubleshoot problems by researching, analyzing and identifying symptoms and cause
- Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control
- Comply with the best practices available including standards of confidentiality and peer review
- Coach and mentor junior staff within the team
- Participate in special projects as well as new implementations, according to the needs of the department
- Recognize business process inefficiencies and recommend improvements
- Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team's knowledge base
- Occasionally required to work outside regular business hours to perform business systems testing
Requirements
What you’ll need- Minimum 3 years of work experience in the Benefits field
- University or college diploma in business administration or equivalent
- SaaS experience is an asset
- Exceptional problem-solving skills, documentation and multitasking skills
- Excellent written and verbal communication skills
- Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams
- Demonstrate enthusiasm, team spirit, strong work ethic and flexibility
- Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision
- Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility
- Ability to generate a sense of urgency and bring together appropriate teams
- Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)
- Experience with Microsoft SQL script
- Bilingual ( French and English )
- Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Benefits
Comp & perks- Mix of internal and external client interactions and a dynamic, collaborative team driving innovation in our industry
- Career progression and professional development opportunities as you develop expertise
- Build executive presence with client-facing presentations and demos
- Comprehensive customizable benefits package to suit your unique needs and lifestyle
- Paid vacation days & well-being days plus a well-being expense account to help maintain a better work/life balance
- Various investment options such as employee share purchase plan, group RRSP & TFSA, and DC pension plan
- Generous mental health support account to cover the cost of therapy/counseling sessions
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
problem-solvingdocumentationmultitaskingMicrosoft SQLSaaStest casesquality controlbusiness systems testingknowledge managementbusiness process improvement
Soft Skills
written communicationverbal communicationteamworkrelationship buildinginitiativeflexibilitysense of urgencycoachingmentoringprioritization
Certifications
university diplomacollege diploma