Bilingual (EN/FR) Operations Support Specialist – Level 2

Job Posting Title: Bilingual (EN/FR) Operations Support Specialist – Level 2
Location: Toronto, ON
Duration: 12 months
 

Operations Support Specialist, Bilingual, Level 2 – provides daily ongoing phone and email ticket support on multiple applications, responding to urgent, unscheduled support requests with a high level of time sensitivity, also providing support for end user account creation, updates/changes and deletions, as well as client communications.

1. Provide daily ongoing first point of contact support to clients by phone and through the Footprint ticketing system or other mechanism;
2. Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity.
3. Liaise between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts;
4. Triage Footprints tickets to Subject Matter experts for resolution;
5. Ensure all tickets are accurately categorized for reporting purposes;
6. Assist with distribution of client application communications interfacing with Business Subject Matter Experts;
7. Identify application defects and assist in trouble shooting root cause; and
8. Follow all established Service Management process and identify opportunities for improvement.

 

Must have Knowledge & Skills/Experience Requirements:

• Microsoft Great Plains 2016
• Quadrant Workforce
• BSSI Health Financial Management module (HFM)
• Citrix
• AD account creation

Experience and Skill Set Requirements

Technical Skills – 35%

• 2+ years of experience providing technical support at Tier 1 and 2 levels
• Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience
• 2+ years of experience providing bilingual (English and French) technical support at Tier 1 level
• Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure
• Experience resolving technical issues related to Orion Technology Solutions (IAR)

 

Service Management Experience – 20%

• Knowledge of Service Management Processes with 2+ years experience in supporting remote clients.

 

Management and Communication Skills – 10%

• Proven track record for building strong working relationships
• Strong interpersonal, and verbal and written communication skills
• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
• Excellent analytical, problem-solving and decision-making skills
• Ability to apply strong listening skills to facilitate issue resolution
• A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines

 

Public Sector Experience – 5%

• 2+ years of experience working in the healthcare industry, specifically in maintaining and supporting systems such as Clinical Assessment tools, that contain personal health information
• General knowledge and understanding of Clinical Assessment and IAR applications
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information