Canadian Police Knowledge Network
Job Summary:
Job Description:
Who We Are
The Canadian Police Knowledge Network (CPKN) is an extensive collaborative network operating as a not-for-profit with a vision of ‘Driving excellence in policing professional development.’
Established in 2004, CPKN has since evolved to earn its standing as a trusted, reliable, and integral component of the Canadian and First Nations policing services and the communities they serve.
CPKN strives to provide a positive workplace culture that recognizes, and values staff all the while ensuring the success of CPKN, which includes the Professional Security Knowledge Network (PSKN) and eProctorCanada.
Who You Are
As a member of the Support team, the Support Specialist is a Tier 1 support position responsible for handling client requests and issues that cannot be resolved using the CPKN self-serve support tool and self-serve registration system.
The role provides a first point of contact via help desk channels – phone, email and Teams – for end-users and trainers. Primarily responsible for CPKN’s eProctor division (www.eproctorcanada.com), they are responsible for assisting users to get into exam rooms, addressing functionality issues that they may encounter within a course or portal, answering questions on pricing, registration, providing reports, and directing general inquiries to the appropriate staff.
The Support Specialist is the liaison between the client and all other tiers of support, resolves routine tickets, and is responsible for the escalation and follow up on the issue throughout the other areas of the organization. Though they will be primarily responsible for eProctor, they will be cross trained and knowledgeable about CPKN and PSKN support and expected to assist those users when available or requested.
Please note that the Support Specialist is required to work Monday to Friday and shift hours may vary. CPKN is a hybrid workplace so there is the opportunity to work exclusively from home.
The Support Specialist will:
- Work with clients to ensure an efficient and effective eLearning experience.
- Provide routine technical and user support to clients via email, telephone, and Teams.
- Capture and log all client ticket details including attempted and final resolution using a standardized ticket template.
- General knowledge of client’s business environment and relationship, so that issues can be prioritized and properly categorized based on time, size, complexity, impact to the organization, etc.Register clients to the Learning Platform.
- Assess client problems, gather pertinent information, and resolve issues through Taiga and Support Ticketing System.
- Provide Tier-1 technical support via email and telephone.
- Escalate issues for Tier-2 or Development support through CPKN established support channels.
- Provide information in a timely and efficient manner to clients or business development representatives.
- Protect the accuracy, integrity, security, and privacy of user data.
- Prioritize issues based on time, size, relationship, etc.
- Assist in the development and modification of support processes within the Support team and update policy and procedure documents as required.
- Develop and maintain support procedures manual, identify potential gaps, and implement changes to the support process to accommodate CPKN’s growing user base
- Assist various Departments within CPKN, PSKN, and eProctor with special projects as required.
- Work collaboratively with clients to generate Tier-1 level reports on a daily, weekly, monthly, or ad hoc basis.
- Work closely with business development representatives and other departments at CPKN to generate Tier-1 level reports and summarize data on an as needed basis.
- Provide business development representatives, eProctor Manager, and / or PSKN Sales Manager with updated contact information of clients to maintain an accurate and up-to-date spreadsheet of contacts.
- Other duties as required
Qualifications and skills:
- Degree / diploma preferred.
- Reliability clearance required.
- Excellent customer service skills.
- The ability to communicate effectively in email, chat, and over the phone.
- Excellent interpersonal skills and ability to work with clients and co-workers in a professional manner.
- High attention to detail, ensuring accurate logging of issues.
- Strong problem-solving abilities to quickly assess situations and apply logical thinking to resolve routine issues.
- Time and priority management skills with an ability to make decisions independently and understand when escalation is required.
- Ability to adjust communication style based on technical understanding of the client.
- Ability to work in a fast-paced environment with potential for after hours support as part of a rotating on call support schedule
- Bilingual is an asset.
To Join Us
CPKN values collaboration and teamwork and as such, the ideal candidate will demonstrate a collaborative spirit and will want to be part of a team that recognizes and values staff while ensuring client success and the ongoing vitality of the organization.
This position offers an annual salary between $40,000 – $45,000 and a benefits package.
If you feel your qualifications will support our vision and drive success, please email a cover letter and résumé to careers@cpkn.ca by Tuesday November 12th, 2024.