Support Operations Specialist

Company Overview:

Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

Why Join Us?

Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

Core Values:

Caring…We invest in the success and safety for our team, communities and the environment.

Integrity...We are dedicated, honourable and honest.

Collaborative...We foster partnerships and work together to build a safer Ontario.

Inclusive...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

Innovative...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

Position Overview:

The Support Services Specialist is a front facing role and often the first point of contact for industry support and guidance.

In this role, individuals are responsible for ensuring a smooth and concise handling of locate requests, managing the use of multiple systems to troubleshoot various scenarios, offer solutions with safety and best practices in mind, foster positive relationships with users, and properly manage escalations.

The above will occur in various ways, including working with requests entered through OOC’s proprietary web portal, and ensuring the accurate submission of locate requests. It will also involve managing technical support for users, identifying chronic issues/patterns with users’ submissions and working on resolving the problems in a broad way. The individuals in this role will also be expected to provide feedback related to processes, user experience, and other areas of operational improvement based on their experiences and those of the stakeholders.

As a professional and knowledgeable representative of the organization, this role interacts with system users to build trust and enhance relationships to help foster a safer Ontario.

Reporting to a Supervisor, this position is located in Sudbury. Ontario One Call (OOC) has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

Primary Responsibilities:

• Provide guidance and support for web portal system users including the general public, professional excavators/contractors and locate service providers to ensure the submission of accurate locate requests.
• Correct tickets stalled in the system due to user error and/or seek clarification from external system users if required to ensure efficient turnaround of stalled tickets. This requires both proactive reviews, to identify chronic or on-going issues, as well as reviewing system flagged errors. Both scenarios require educating system users to identify the appropriate data and processes needed to ensure a safe request. Interface with excavators to address their needs and concerns. Provide training, information and insight to improve the user experience.
• Respond to general and specific inquiries about OOC, our services, regulatory responsibilities, submission processes and expectations.
• Manage escalations related to issues, and direct stakeholders to the appropriate program area or individuals for resolution of specialized queries.
• Handle urgent call in/dispatch queue for emergencies, priority 0 or sewer lateral cases.
• Manage, edit and maintain account settings within a robust CRM ensuring accurate user accounts . Assist users with system issues and password recovery. Manage contractor IDs, account changes and maintenance to ensure the database and workflows are accurate and efficient.
• Troubleshoot and resolve technical issues within the system. Identify process and system issues. Seek clarity and offer solutions with a focus on continual improvement to enhance/improve the user experience and/or build internal efficiency.
• Effectively utilize a number of technologies to complete tasks including a CRM, proprietary systems (ex. mapping and ticket management), Outlook, Teams, web chat, Google and GIS maps, Phone and Workforce Management System.
• Provide regular feedback and reports to the organization’s leaders related to system functions and processes based on user experience. Take part in the continuous improvement of the platform and our services.
• Proactively review training material and resources, staying well informed about changes to processes and the organization.
• Embrace new technology, processes and skill development opportunities.
• Other duties as may be required

Qualifications:

• Excellent communication and interpersonal skills. Must be able to speak, read and write, fluently and professionally in English. Fluency in French is an asset.
• Ability to manage multiple tasks and tools and prioritize effectively.
• Detail-oriented with a focus on accuracy and compliance
• Proactive and able to work independently as well as part of a team
• Intermediate skill with MS Office 365. Must be proficient in Outlook and Teams.
• Strong problem-solving and troubleshooting skills
• Comfortable in dealing with the public, demonstrating poise under pressure.
• Adaptable to fluctuations in volume (ex. spikes during construction season).
• Familiarity with customer support software and tools. Adaptability and willingness to learn and utilize new technologies and processes.
• Growth mindset.

Education/Experience:

• Post secondary education in Customer Service Management, Computer Science, Information Technology or another related field
• 2+ years of customer support or admin experience within a fast-paced environment
• Industry experience in a notification or support centre is an asset

Rewards:

• Starting salary of $55,000 - $57,500/annum dependent on qualifications and experience, with room to grow
• A comprehensive company paid benefit plan through Desjardins Life (at 3 months of service)
• CAAT DBPlus Pension Plan with Contribution Choice and Company Match (at 3 months of service)
• 3 weeks paid vacation
• 10 personal emergency days per year
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility

Imagine a workplace where everyone feels valued and respected. At Ontario One Call, we are committed to making this a reality through our Inclusion, Diversity, Equity & Accessibility (IDEA) initiatives, policy and committee. To achieve this, OOC strives to create a supportive work environment and a culture that welcomes diversity and uniqueness and encourages equitable opportunities for employees. Every individual person deserves respect, dignity and a sense of belonging. We encourage applications from individuals of all backgrounds, including those who may be underrepresented in our industry.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

Application reviews are done by a human. We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

We are currently recruiting for this open position.