Support Specialist

Support Specialist

$55,000 - $57,500

Position Overview:

The Support Specialist is a front facing role and often the first point of contact for industry support and guidance.

In this role, individuals are responsible for ensuring a smooth and concise handling of locate requests, managing the use of multiple systems to troubleshoot various scenarios, offer solutions with safety and best practices in mind, foster positive relationships with users, and properly manage escalations.

The above will occur in various ways, including working with requests entered through OOC’s proprietary web portal, and ensuring the accurate submission of locate requests. It will also involve managing technical support for users, identifying chronic issues/patterns with users’ submissions and working on resolving the problems in a broad way. The individuals in this role will also be expected to provide feedback related to processes, user experience, and other areas of operational improvement based on their experiences and those of the stakeholders.

As a professional and knowledgeable representative of the organization, this roles interacts with system users to build trust and enhance relationships to help foster a safer Ontario.

Reporting to a Supervisor, this position is located at our office at 1326 Kingsway in Sudbury, Ontario. Ontario One Call (OOC) has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy 

Primary Responsibilities:

·        Provide guidance and support for web portal system users including the general public, professional excavators/contractors and locate service providers to ensure the submission of accurate locate requests.

·        Correct tickets stalled in the system due to user error and/or seek clarification from external system users if required to ensure efficient turnaround of stalled tickets. This requires both proactive reviews, to identify chronic or on-going issues, as well as reviewing system flagged errors. Both scenarios require educating system users to identify the appropriate data and processes needed to ensure a safe request. Interface with excavators to address their needs and concerns. Provide training, information and insight to improve the user experience.

·        Respond to general and specific inquiries about OOC, our services, regulatory responsibilities, submission processes and expectations.

·        Manage escalations related to issues, and direct stakeholders to the appropriate program area or individuals for resolution of specialized queries.

·        Handle urgent call in/dispatch queue for emergencies, priority 0 or sewer lateral cases.

·        Manage, edit and maintain account settings within a robust CRM ensuring accurate user accounts. Assist users with system issues and password recovery. Manage contractor IDs, account changes and maintenance to ensure the database and workflows are accurate and efficient.

·        Troubleshoot and resolve technical issues within the system. Identify process and system issues. Seek clarity and offer solutions with a focus on continual improvement to enhance/improve the user experience and/or build internal efficiency.

·        Effectively utilize a number of technologies to complete tasks including a CRM, proprietary systems (ex. mapping and ticket management), Outlook, Teams, web chat, Google and GIS maps, Phone and Workforce Management System.

·        Provide regular feedback and reports to the organization’s leaders related to system functions and processes based on user experience. Take part in the continuous improvement of the platform and our services.

·        Proactively review training material and resources, staying well informed about changes to processes and the organization.

·       Embrace new technology, processes and skill development opportunities.

·       Other duties as may be required

For more information about this position, and to apply, please visit our website:

https://ontarioonecall.ca/about-us/careers/