Essential Job Functions:

• Acts as a subject matter expert on systems used by the network; Fedcap Cares and CaMS.

• Is the SPOC (single point of contact) for Service Providers in relation to system queries.

• Logs system tickets to resolve queries that cannot be dealt with at source and tracks their successful execution.

• Responds to calls and email enquiries and provides troubleshooting support to the end user.

• Assists with the creation and distribution of communication materials.

• Completes Data Entry as required.

• Identifies issues and trends and provides feedback to management.

• Works collaboratively with other departments to ensure consistency in communication with providers.

• Collaborates and works closely with Learning and Development to provide coaching and training to end users in a supportive and clear way.

• Prepares reports and tracks information using Excel and Monday.com

• Triages incoming referrals and ensures a warm hand off to Service Providers.

• Performs other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

• Bachelor's degree preferred.

• 3 year’s extensive Database Management experience.

• Bilingual in French is a plus.

Knowledge, Skills, and Abilities:

• Demonstrable knowledge of

• strong organizational, and multitasking skills.

• MS Excel and other contact management or database applications.

• excellent communication skills.

• Demonstrable ability to

• think in terms of the end user experience.

• learn and navigate systems quickly.

• appropriately handle sensitive and or confidential information with discretion.

Supervisory Responsibility:

This role has no direct reports.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type/Expected Hours of Work:

This is a full-time, temp position, and hours of work and days are typically Monday through Friday, 8:00 a.m. to 5 p.m. but will be determined by your supervisor. Occasional evening and weekend work may be required as job duties demand.

Travel:

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Fedcap Canada provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity, M/F/D/V.

Fedcap Canada warmly welcomes people with disabilities to join our diverse team and seeks to ensure an accessible hiring process as per the AODA Employment Standard. Please let the recruiter know if you require any accommodations, including but not limited to documents in accessible formats or accommodations during interviews.