Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Position Summary
As part of our Service Desk team you will provide bilingual, first level technical support to internal and external staff through inbound calls and portal and self-service tickets using a priority-based ticketing system solving both routine and complex technical issues. You will work in a supportive environment with one-on-one training and extensive opportunities to develop your future career goals.

You will enjoy a healthy work-life balance with schedules based on rotating shifts, Monday to Friday between the hours of 7:30am and 6:00pm Atlantic, with a rotating 24/7 on-call schedule for after-hours support.

This role can be remote (work from home) within New Brunswick.

Key Responsibilities

• Communicating with customers via an inbound phone queue and self-service ticketing system, and performing follow-ups via phone, chat, and email.
• Logging, triaging, troubleshooting, and resolving technical incidents and service requests in our service management system;
• Escalating unresolved incidents and requests to next level support;
• Installation and configuration of desktop software;
• Basic security functions (password resets, multi-factor authentication administration, identification and reporting of potential cybersecurity events);
• Research and document resolutions in an online IT knowledge database, as well as contributing to the creation and maintenance of end-user documentation;
• Participate in a rotating 24/7 on-call technical support rotation

Required Qualifications
Education: Applicants must possess a post-secondary education in a computer technology related program, or equivalent experience.
Work Status: You need to have Permanent Residency or Citizenship of Canada to be eligible for this position.
Work Experience: One to three years' experience in a customer service environment in a technical support role; experience providing technical support would be an asset.
Other Qualifications:

The ability to work independently; strong written and spoken communication skills and troubleshooting/problem-solving ability.
Technical Skills: Familiarity with Active Directory, Powershell, Windows 10 policies and administration, and Cherwell (or an equivalent IT Service Management system) would be an asset.
Language Skills: Professional level written and spoken bilingualism in English & French is a requirement. In order to meet the needs of the English-speaking clientele, this position requires bilingualism

What's in it for you?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.

What we offer:

• Permanent full-time position with opportunity to grow in a well-established organization
• Flexible work arrangements and emphasis on work-life balance
• Remote and hybrid work options
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day
• 100% employer-matched Defined Contribution Pension Plan
• Annual Incentive Bonus which recognizes your contribution to our success
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program
• An organization where we encourage personal learning and growth with opportunities for career development and advancement
• Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts

#CBM2

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected] .