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About the Role

The Resuscitation Support Centre (RSC) Associate provides national-level customer and technical support for Heart & Stroke’s resuscitation education programs, resolving routine to moderately complex inquiries. This role combines core support functions with hands-on responsibilities such as account and instructor status management, invoice and payment corrections, Moneris investigations, mid-level technical troubleshooting (e.g., Docebo and Salesforce), roster and portal support, and the application of program policies.

Responsibilities

Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy
Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information.
Apply simple policy requirements (minimum teaching, dashboard issues, prerequisites, minimum student requirements); recognize boundaries and escalate beyond scope.
Utilize Copilot/AI to tailor email responses and ensure professional tone, particularly in challenging communications.
Process name/email changes, account access, duplicate account merges, certificate lookups, materials.
Process invoice and payment corrections, Moneris investigations, accounts/roster errors, invoice grievances; PA account creation and management (setup, updates, access controls).
Validate and process account correction requests to maintain data integrity.
Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates.
Ensure data integrity by conducting audits of course records and instructor/PA activities; verify adherence to standards and protocols and escalate when appropriate.
Identify potential issues proactively; and escalate for implementation of preventive measures with clear documentation. Uphold privacy and confidentiality across CRM/LMS.
Perform online course troubleshooting (login, keys, browser/pop-ups).
Correct Docebo/Salesforce errors, login conflicts, enrollment/assignment issues, blended key problems.
Collaborate with Operations/Product to report bugs and support user acceptance testing (UAT) for minor feature updates.
Contribute to standard operating procedures (SOP) updates.

Requirements

Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration)
2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast paced environment
Applicants must be currently residing in Canada and legally entitled to work in Canada.

Skills

French/English bilingual is an asset
CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting.
Strong critical thinking and conflict resolution skills
Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions
Conflict resolution and de-escalation skills
Organized, detail oriented; able to prioritize in a fast-paced environment.
Ability to follow call scripts while maintaining a natural conversation
Sound judgment to know when to escalate issues or make customer accommodations
Data entry accuracy and attention to detail
Openness to coaching, feedback, and continuous improvement
Reliability, punctuality, and strong work ethic

Location

Remote (Canada)

Work Type

12-month contract
Remote
Full-time (10:00 a.m. to 6:00 p.m. ET)

Experience Level

2-3 years experience

Education Level

Diploma or certificate from post-secondary institution

Salary/Compensations

$45,000 to $50,000

Benefits

Paid wellness days
Paid personal days
Health, medical, dental and vision benefits
Flexible hybrid working arrangements
Reimbursement for mobile phones and home office setup

About the Company

At Heart & Stroke our mission is to promote health, save lives and enhance recovery.
We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.
Heart & Stroke sets the national standards for resuscitation care in Canada and is a leading provider of CPR, First Aid, and advanced resuscitation training.
The Resuscitation Support Centre (RSC) plays a critical role in this mission by delivering exceptional customer and technical support to the students, instructors, and training agencies who bring our programs to life across the country.

Equal Opportunity

We believe in equity, diversity and inclusion ― it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives.
We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees.
Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living with disabilities are encouraged to apply.
We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please advise and we will work with you.