[Hiring] Associate, Resuscitation Support Centre @Heart & Stroke

Role Description

This is a 12‑month contract role, with working hours from 10:00 a.m. to 6:00 p.m. ET. Heart & Stroke offers a remote work environment and candidates can work from anywhere in Canada.

Heart & Stroke sets the national standards for resuscitation care in Canada and is a leading provider of CPR, First Aid, and advanced resuscitation training. Reporting to the Manager, Resuscitation Support Centre, The Resuscitation Support Centre (RSC) plays a critical role in this mission by delivering exceptional customer and technical support to the students, instructors, and training agencies who bring our programs to life across the country.

The RSC Associate provides national-level customer and technical support for Heart & Stroke’s resuscitation education programs, resolving routine to moderately complex inquiries. This role combines core support functions with hands-on responsibilities such as:

• Account and instructor status management
• Invoice and payment corrections
• Moneris investigations
• Mid-level technical troubleshooting (e.g., Docebo and Salesforce)
• Roster and portal support
• Application of program policies

More complex or higher-risk issues are escalated to senior support or the Manager, Resuscitation Support Centre.

Qualifications

• Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration)
• 2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast-paced environment
• French/English bilingual is an asset
• CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting
• Strong critical thinking and conflict resolution skills
• Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions
• Conflict resolution and de-escalation skills
• Organized, detail-oriented; able to prioritize in a fast-paced environment
• Ability to follow call scripts while maintaining a natural conversation
• Sound judgment to know when to escalate issues or make customer accommodations
• Data entry accuracy and attention to detail
• Openness to coaching, feedback, and continuous improvement
• Reliability, punctuality, and strong work ethic

Requirements

• Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy
• Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information
• Apply simple policy requirements (minimum teaching, dashboard issues, prerequisites, minimum student requirements); recognize boundaries and escalate beyond scope
• Utilize Copilot/AI to tailor email responses and ensure professional tone, particularly in challenging communications
• Process name/email changes, account access, duplicate account merges, certificate lookups, materials
• Process invoice and payment corrections, Moneris investigations, accounts/roster errors, invoice grievances; PA account creation and management (setup, updates, access controls)
• Validate and process account correction requests to maintain data integrity
• Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates
• Ensure data integrity by conducting audits of course records and instructor/PA activities; verify adherence to standards and protocols and escalate when appropriate
• Identify potential issues proactively; escalate for implementation of preventive measures with clear documentation. Uphold privacy and confidentiality across CRM/LMS
• Perform online course troubleshooting (login, keys, browser/pop-ups)
• Correct Docebo/Salesforce errors, login conflicts, enrollment/assignment issues, blended key problems
• Collaborate with Operations/Product to report bugs and support user acceptance testing (UAT) for minor feature updates
• Contribute to standard operating procedures (SOP) updates

Benefits

• This role offers a hiring range of $45,000 to $50,000, aligned with our compensation framework and your professional background
• Paid wellness days and personal days
• Health, medical, dental, and vision benefits
• Flexible hybrid working arrangements
• Support with reimbursement for mobile phones and home office setup

Accommodation

We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please advise and we will work with you.