About the job Position Summary The successful candidate will be responsible for providing operational support to our service provider network. 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. Wage/Salary: $56,000 to $65,000 (CAD)