Operation Support Hotline

Department: Customer Experience - Svcs & Ops Support(CX0002)

Employment Type: Full Time

Location: Any, Canada, 1RGHCX02_Services & Operational Support, Remote

Key Responsibilities

• Respond to inbound issues and time‑sensitive operational requests across phone, email, chat, and form channels (e.g., payments, account updates, rate changes, troubleshooting). 
• Provide clear, accurate, and professional support to both internal and external stakeholders. 
• Collaborate with cross‑functional teams to gather information, coordinate solutions, and escalate recurring or complex issues. 
• Maintain accurate account notes, documentation, and customer‑facing content; proofread updates for clarity and consistency. 
• Manage and triage requests through shared mailboxes, SharePoint, and Jira, including submitting operational requests as needed. 
• Conduct QA checks on rate changes, lot closures, expiries, and other operational updates. 
• Ensure data accuracy in Lotbook resources and related systems. 
• Support system, form, and tool testing as assigned by IT or leadership. 
• Use internal systems (SharePoint, Confluence) to research issues and inform decision‑making. 
• Follow schedule expectations and departmental communication standards. 
• Perform additional duties as needed to support operational objectives. 

Skills, Knowledge and Expertise

• 1+ year of Call Centre Experience handling calls, emails and chat. 
• Strong written communication skills with excellent grammar, spelling, and adaptability to formal and casual tones. 
• Experience in fast‑paced, customer‑focused environments with resilience in shifting priorities. 
• Highly organized with the ability to balance issue resolution, documentation, and communication. 
• Strong professionalism and ability to build positive working relationships. 
• Ability to work collaboratively within a team-oriented environment. 
• Quiet, dedicated workspace with minimum internet speed of 150mbps 

Benefits