Associate, Resuscitation Support Centre (12-month contract)

Heart & Stroke

8h•Remote

About The Position

At Heart & Stroke, our mission is to promote health, save lives, and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow, and be heartfelt as we work together to beat heart disease and stroke. We believe in equity, diversity, and inclusion – it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living with disabilities are encouraged to apply. To learn more about our mission, values, commitment to EDI, and the difference Heart & Stroke makes in the lives of people in Canada at every age, please visit our website. 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, and the application of program policies. More complex or higher-risk issues are escalated to senior support or the Manager, Resuscitation Support Centre.

Requirements

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

Responsibilities

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; and 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.