With its expanding activities, AGA Benefit Solutions offers new employment prospects for professionals with high career aspirations. If you are seeking flexibility, freedom and challenges, this position is made for you!
Our firm is committed to its employees and welcomes all new candidates in a respectful manner consistent with an excellent work environment. Discover why working at AGA Benefit Solutions is so rewarding by visiting our Career page.
Your mandate will consist in:
Your mandate will consist in contributing to the continuous improvement of the customer experience and provides support to system users. Working closely with internal teams and business partners, you will help prioritize business needs and participate in testing activities, documentation, training, and the delivery of technical support across multiple support levels. Read on to discover the skills and qualifications needed to thrive in this role!
Your main tasks will include:
- Provide Level 1–3 technical support, including troubleshooting, needs analysis, issue resolution or escalation, and follow-up on support requests.
- Serve as the functional subject matter expert for assigned HR solutions, supporting clients, end users, and internal stakeholders.
- Participate in the analysis, prioritization, and tracking of enhancement requests and solution improvements, as required.
- Ensure functional governance of assigned solutions by validating bug fixes, production releases, and the quality of deliverables.
- Perform Quality Assurance (QA) activities by conducting pre-production testing, validating fixes, and documenting test results.
- Develop and maintain functional documentation, user guides, knowledge base articles, release notes, and communications related to solution updates and enhancements.
- Optimize, manage, and document the use of tools such as Freshchat, Jira, HubSpot, and Confluence.
- Design and deliver training sessions, webinars, workshops, and customized coaching for clients and internal users to promote effective solution adoption.
- Contribute to customer satisfaction, engagement, and retention.
- Respond to and manage critical incidents during on-call or monitoring periods.
- Provide backup support for the Product and Customer Experience Analyst or other team members, as required.
- Perform any other related duties of a similar nature directly connected to this position or as requested by the supervisor.
Required qualifications:
- Bachelor's degree in Human Resources, Information Systems, Information Technology, Business Administration, or a related field (or an equivalent combination of education and experience).
- Minimum 3 to 5 years of experience in application support, HR solutions, or customer experience.
- Experience providing technical support, user training, and user enablement.
- Strong understanding of HR processes and Human Resources Information Systems (HRIS) is an asset.
- Strong listening, needs analysis, problem-solving, and solution recommendation skills.
- Ability to handle confidential information with discretion and maintain data confidentiality.
- Self-motivated, versatile, resourceful, and highly organized.
- Customer-focused with excellent interpersonal skills.
- Advanced proficiency in the Microsoft Office Suite.
- Experience with HubSpot, Confluence, Jira, Freshdesk, or Freshchat is an asset.
- Excellent verbal and written communication skills in both English and French (Proficiency in both English and French is essential to analyze and understand contractual documents, brochures, and communications originating from internal and external sources, often written in either language. It is also required to provide telephone and email support to French speaking clients across Canada and to interact effectively with colleagues located outside the province).
Are you inquisitive, self-reliant and unafraid of the unknown?
We are interested in meeting you! Apply now and we will contact you if your application is retained for the next step of our recruitment process.
*AGA welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
**At AGA, no artificial intelligence or automated systems are used to pre-screen, assess, or select applications. All applications are reviewed by our Employee Experience team. In addition, candidates who have participated in an interview will be notified of the hiring decision within a maximum of 45 days following their final interview. AGA is committed to maintaining a transparent, fair, and legally compliant recruitment process.