Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Support Analyst for the Ajusto program analyzing client cases and collaborating with various teams. Key role in enhancing client experience and resolving operational issues within property and casualty insurance.
Responsibilities
- Analyze client cases by cross-referencing several data points (auto policy, mobile app account, Ajusto portal) and assessing whether a correction is required.
- Document the analysis and support the Client Relations and Technical Support teams in resolving cases by sending a clear diagnosis and a recommended solution.
- Identify recurring issues from client cases and work with BI teams to assess the scope of a situation and identify potentially affected clients.
- Help write and update procedures to prevent future data errors and reduce the Ajusto program’s operational debt.
- Make sure responses to clients are consistent.
- Collaborate with several teams (Client Relations, Performance, Operations, Complaints) and help align practices and understanding of the Ajusto discount.
- Maintain and update the Ajusto exception procedures and ensure decisions are consistent, fair and in line with the spirit of the program.
- Support the Legal Department in preparing data related to client requests or complaints.
- Stay in tune with members and clients by reviewing their comments and staying informed about agent feedback.
Requirements
- College diploma in a related field
- A minimum of two years of relevant experience
- Knowledge of French is required for positions in Quebec
- Knowledge of the Ajusto program
- Knowledge of the PCS and Wizard business systems
- Knowledge of auto insurance
- Knowledge of the CMT portal
Benefits
- Competitive salary and annual bonus
- 4 weeks of flexible vacation starting in the first year
- Defined benefit pension plan that provides predictable, stable income throughout retirement
- Group insurance including telemedicine
- Reimbursement of health and wellness expenses and telework equipment
Job title
Job type
Experience level
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Not specified
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