Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Heart & Stroke sets national standards for resuscitation care in Canada, providing CPR, First Aid, and advanced resuscitation training. The Resuscitation Support Centre (RSC) delivers exceptional customer and technical support to students, instructors, and training agencies. The RSC Associate provides national-level customer and technical support for resuscitation education programs, resolving routine to moderately complex inquiries. This role includes account and instructor status management, invoice and payment corrections, technical troubleshooting (e.g., Docebo and Salesforce), roster and portal support, and applying program policies. More complex issues are escalated to senior support or the Manager, Resuscitation Support Centre.

Responsibilities

Serve as the primary contact for students, instructors, and PAs, triaging and resolving inquiries professionally and empathetically.
Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies, disseminating accurate information.
Apply simple policy requirements (e.g., minimum teaching, dashboard issues, prerequisites, minimum student requirements) and escalate issues beyond scope.
Utilize Copilot/AI for tailored, professional email responses, especially in challenging communications.
Process name/email changes, account access, duplicate account merges, certificate lookups, and materials.
Handle invoice and payment corrections, Moneris investigations, account/roster errors, and invoice grievances.
Manage PA account creation, setup, updates, and access controls.
Validate and process account correction requests to maintain data integrity.
Provide complex technical support for user access to the portal and online courses, escalating from Tier 1 associates.
Ensure data integrity through audits of course records and instructor/PA activities, verifying adherence to standards.
Proactively identify potential issues, escalate for preventive measures, and maintain clear documentation.
Uphold privacy and confidentiality across CRM/LMS.
Perform online course troubleshooting (e.g., login, keys, browser/pop-ups).
Correct Docebo/Salesforce errors, login conflicts, enrollment/assignment issues, and blended key problems.
Collaborate with Operations/Product to report bugs and support user acceptance testing (UAT) for minor feature updates.
Contribute to standard operating procedure (SOP) updates.

Requirements

2-3 years’ experience in a customer service, call center, and/or administrative role, handling high volume calls in a fast-paced environment.

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
Full-time
Remote

Experience Level

2-3 years

Education Level

Diploma or certificate from post-secondary institution in a related field (e.g., Healthcare, Medical Terminology, or Administration)

Salary/Compensations

$45,000 to $50,000

Benefits

Paid wellness days
Personal days
Health benefits
Medical benefits
Dental benefits
Vision benefits
Flexible hybrid working arrangements
Reimbursement for mobile phones
Home office set up reimbursement

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.
We believe in equity, diversity, and inclusion, embedded in our values and core mission to support all people in Canada to lead healthier lives.

Equal Opportunity

We believe in equity, diversity, and inclusion, committed to cultivating a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including 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 require accommodation to participate in the recruitment and selection process, please advise us.