CSIOnet Help Desk – Analyst / Administration

Location: Toronto, 110 Yonge Street, Suite 500
Status: Full-time
Posting Date: March 24, 2008

Duties and Responsibilities

• Research, resolve, respond to and log all CSIOnet questions received via telephone calls, letters, and callbacks in a timely and knowledgeable manner.
• Provide accurate information and User training tools to ensure increased knowledge and efficiencies with CSIOnet, including the supply of external documentation.
• Escalate and track the resolution of all Level 2 and 3 calls to CSIOnet. Actively follow-up on calls to ensure resolution.
• Document internal processes and procedures for all internal and external activities.
• Maintain accurate and detailed call tracking in “HelpStar” and “Access”.
• Manage all contact information in both “Access” and Outlook contacts for all CSIO staff.
• Work directly with Broker Management System Vendors to assist in quicker resolutions.
• Perform duties in technical development projects including: public website notifications (HTML), enhancement to the CSIOnet website (HTML) , the CSIO Contact Management System (.NET), the CSIO website membership access (HTML).
• Co-ordinate and manage reservations, invitations, follow-ups, supplies for industry conferences and internal/external social gatherings.
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. (Continuing Education Solutions)
• Assist Montreal staff with French translation projects as required.
• Perform miscellaneous activities as required.

Qualifications

• 3 or more years of prior related work experience in Technical Customer service support
• 2 or more years P&C insurance background
• Fully bilingual in French
• Network certification or equivalent to 3 years experience
• Microsoft Word, Excel, Access, Power Point, Front Page certification or equivalent to 3 years proven experience
• HTML, XML, and .NET certification or equivalent to 3 years proven experience
• 3 or more years of Microsoft VPN, DUN Entry, and IPSec experience
• 3 or more years with Microsoft W2P, XP, TS experience
• Technical & P&C insurance industry experience and knowledge
• Aptitude for providing positive customer service
• Good communication, problem solving, and writing skills
• Good organization skills and ability to track and follow-up on outstanding issues
• Good training skills
• Ability to deal positively and constructively with frustrated clients
• Bilingual
• Excellent inter-personal skills and able to work in a team environment
• Goal oriented
• Mediate between parties and trading partners

Send Resumé to CSIOcareers@csio.com. Phone calls will not be accepted, only qualified applicants will be contacted.