MENTOR Canada is hiring!

MENTOR Canada is seeking a qualified and dynamic Bilingual Digital Products Support Lead to provide level one support and documentation for MENTOR Canada’s software systems for internal and external audiences regarding MENTOR Canada’s software applications, along with related business processes, policies and procedures. This is a full time contract position, until March 31, 2022.

Responsibilities 

Documentation 

  • Participate in training sessions in conjunction with product release schedule. 

  • Research new product releases and work with other internal functional units, as well as external partners, as needed to gain a full understanding of the impact of upcoming enhancements and fixes. 

  • Release communications to relevant parties informing them of new and updated materials, software release schedules, system downtime, maintenance, and other information. 

 

Support  

  • Deal directly with end-users by audio/video call, email, or instant messaging. 

  • Respond promptly to end-user inquiries in a professional manner. 

  • Handle and resolve end-user complaints. 

  • Obtain and evaluate all relevant information to handle inquiries and complaints. 

  • Engage appropriate resources or team members to resolve issues. 

  • Serve as liaison between the customer and various departments. 

  • Keep records of customer interactions and transactions. 

  • Record details of inquiries, comments and complaints. 

  • Record details of actions taken. 

  • Communicate and coordinate with internal departments. 

  • Follow up on customer interactions. 

 

User Feedback 

  • Identify patterns and trends in user feedback. 

  • Recommend system modifications or enhancement to improve user experience and satisfaction. 

  • Conduct usability testing, and other types of user research with individual users (mentors and mentees) and organizational users (individual mentoring organizations). 

  • Present insights gained from user research in formats such as personas and user journey maps. 

  • Present findings and related design/business recommendations that inform strategy around product and platform roadmaps. 

Qualifications 

  • Bilingual (English and French). 

  • Extraordinary customer service skills. 

  • Experience in technical writing, education, communications, human-centered design, or equivalent work experience. 

  • Exposure to desktop publishing, productivity, content management, and support and helpdesk software. 

  • Strong interpersonal skills including written, verbal and listening communication is required. 

  • Enjoy working in a complex, multi-stakeholder team environment. 

  • Ability to identify and complete meaningful tasks with minimum supervision. 

  • Strong ability to analyze, solve, and communicate problems. 

  • Attention to detail and accuracy. 

  • Ability to understand and abide by security and privacy policies. 

  • Ability to multi-task under pressure. 

MENTOR Canada Offers: 

  • Virtual work environment 

  • Flexible working hours 

  • Travel opportunities (once travel restrictions are lifted) 

Application process

This is the 3rd posting for this role and so applications will be accepted until a candidate is found.  Please forward your cover letter and resume to Stacey.dakin@mentoringcanada.ca at your earliest convenience.

Submit your application

MENTOR Canada, an initiative of Big Brothers Big Sisters Canada, is committed to principles of anti-oppression and employment equity, and strives to create an inclusive workplace that promotes and values diversity. We strongly encourage people who self-identify as Indigenous, racialized, Francophone, immigrant, refugee, differently abled, LGBT2SQ+ or as members of other equity seeking groups to apply. If accommodation is required during the hiring process, please inform the hiring committee once selected for an interview.  

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