NLATS - Help Desk Agent - #193852

At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential!

Achev’s latest Impact Report: www.Achev.ca

SUMMARY: The CLBPA is a comprehensive CLB-based language assessment with in-person and online processes designed for placement of eligible learners into government-funded language training classes. The CLBPA replaces the older tools as the main language assessment used across Canada.

Under the direction of the Project Coordinator, the Help Desk Agent will provide timely support services to assessors and online users on the CLBPA platform. The role requires good listening skills and the ability to troubleshoot and find solutions to problems in a fast-paced environment.

Duties & Responsibilities

• Provide front line assistance on the CLBPA Help Desk
• Handle day-to-day correspondence with assessors and online users via email
• Respond to email and help desk tickets within 1 business day
• Refer technical inquires to the IT team
• Update and maintain the help desk log
• Follow all procedures and protocols
• Anticipate potential challenges and work with the team to find solutions
• Track tickets submitted via CLBPA platform
• Contribute to statistical reports as requested by the Project Coordinator
• Undertake other duties as assigned by the Project Coordinator or Project Manager
  
  

Qualifications

• Minimum Grade 12 Education required, post-secondary education preferred
• Minimum two years of experience in a customer service capacity
• Oral and written fluency in English required
• Familiarity with the CLBPA platform and ability to learn new processes on the dashboard
• Understanding of help desk functions and flow
• Customer-service oriented and able to use good judgement
• Demonstrated ability to prioritize work based on incoming requests
• Problem-solving skills and ability to multitask
• Excellent time management skills
• Adaptable and able to work independently as well as in a team environment
• Proficiency in MS Office, video conferencing, internet research
• Ability to work a flexible schedule depending on project needs, primarily evenings and Saturdays
  
  

We’re looking to welcome people to our diverse, inclusive, and authentic workplace. We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free. So, if you’re excited about this role or another one, please apply on our website www.achev.ca