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AI Summary
Provide frontline operational support via phone, email, and chat to resolve time-sensitive inquiries for internal and external stakeholders. Coordinate with cross-functional teams to manage requests, maintain accurate documentation, and perform quality assurance checks on system updates.
Operation Support Hotline
Department: Customer Experience - Svcs & Ops Support(CX0002)
Employment Type: Full Time
Location: 1RGHCX02_Services & Operational Support
Reporting To: Alexander Pak
Compensation: $20.00 / hour
Description
Operation Support Hotline - Full-Time
Location: Remote
Schedule: Monday - Friday, 8:30am - 5:00pm, PST
Schedule: Monday - Friday, 8:30am - 5:00pm, PST
The Operations Support Hotline role provides frontline support for operational requests and acts as a central contact point for internal stakeholders. This role resolves time‑sensitive inquiries, coordinates with cross‑functional teams, and maintains accurate data across key systems. It requires strong communication skills, attention to detail, and the ability to manage multiple support channels—including phone, email, chat, and form submissions. The position also supports quality assurance checks, system testing, and ensures smooth daily operations and continuous improvement across functions.
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
(Full-Time Employee Only)
Medical/Vision
Dental
Medical/Vision
Dental
Life Insurance
AD&D
STD
AD&D
STD
LTD - offered based on employee group
RRSP - offered based on employee group
EAP - offered based on employee group
Vacation
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