Job Title: Broker Help Desk Analyst
Location: Winnipeg, MB
Estimated Duration: 6 Months
JOB SUMMARY
Under direct supervision, this job contributes to our clients success by acting as a single point of contact, and providing initial support, on restoration of service for broker applications to Brokers and Wawanesa Branch staff within established service level targets.
JOB RESPONSIBILITIES
- Provide a high level of customer service by communicating with our customers to facilitate the timely resolution of reported Incidents/Requests
- Recognize, investigate and resolve inconsistencies with data and various system applications
- Utilize the ServiceNow Knowledge Base to investigate and resolve Incidents/Requests
- Ensure accurate and up to date support information exists in the knowledge Base
- Establish and maintain good working relationship with our support teams
- Serve as the liaison between our external customers and our support teams
- Willingness to collaborate/co-locate with other teams within the organization
- Participate in cross-functional team meeting and scrums to share information and build valued working relationships within the team and other teams within the organization
- Contribute to the ongoing improvement of departmental processes, procedures and standards by recognizing opportunities for improvement
- Perform other duties as assigned.
QUALIFICATIONS
- 2 years’ experience in customer service
- Experience with an incident tracking tool will be considered an asset
- Related experience and training in troubleshooting and providing first level support
- Strong knowledge of telephony system
- Good customer service skills by providing friendly, cheerful service
- Strong attention to details, identifying and addressing issues shared by Brokers and Staff
- Ability to express ideas clearly and asks probing questions appropriately
- Strong organization skills by prioritizing and reprioritizing tasks appropriately
- Experience in the Property and Casualty Insurance industry in considered an asset
- Strong knowledge of Insurance/Brokerage terminologies
- GIE and CIP certification will be considered an asset
- Fluent in French and English an asset
The pay range that the employer reasonably expects to pay for this position is between CA$35.00 and CA$39.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
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Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.