Hockey Canada Careers

Hockey Canada Careers | Coordinator, IT

POSITION:   Coordinator, IT

REPORTS TO:            Senior Manager, IT
LOCATION:                Ottawa, ON
STATUS:                      Permanent, Full-Time
APPLICATION DEADLINE: November 18, 2019


POSITION SUMMARY

Reporting to the Senior Manager, IT the Coordinator responds to requests escalated from the call-centre for matters related to the Hockey Canada Registry System (HCR). To resolve these requests, the Coordinator may be required to interact with Consultants, Vendors, and Member - Branch staff. The IT Coordinator will also work very closely with an outside third-party provider for customer support (this includes daily collaboration, education and coaching). While not working specifically on HCR matters, the Coordinator will be focused on documentation management, proactive customer contact including the execution of a customer service plan, identifying opportunities for improvement and supporting other IT projects and initiatives as required.

The position demands a high level of customer service, strong communication skills as well as technical skills and aptitude. 

POSITION KEY RESPONSIBILITIES

  • Answer emails, and calls directly from the Call Centreuser, as well as from Hockey Canada staff, promptly answer, diagnose, troubleshoot, resolve where possible
  • Contribute to the documentation processes on an on-going basis as well as other Help Desk processes determined by Senior Management.
  • Provide coaching and education to the Third-Party Call Centre on escalated support tickets
  • Develop, support and execute on the customer service plan
  • Simple day-to-day technical functions
  • Updates job knowledge by participating in conferences and educational opportunities; reading professional publications, maintaining personal networks, participating in professional organizations
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Work on other IT projects as required including supporting implementations, creating training materials and delivering training
  • Continually identify areas for improvement to increase efficiency

QUALIFICATIONS

  • Degree or Diploma in IT related field
  • Minimum 2 years of practical experience providing customer service in an IT related field
  • Knowledge of PC Operating systems, web browsers, email systems, etc.
  • Intermediate knowledge of Intranet systems and capabilities
  • Intermediate knowledge of computer networks and computer hardware
  • Must have excellent troubleshooting skills in PC, web and Networking environment
  • Basic SQL knowledge is an asset
  • Excellent interpersonal skills; promotes cooperation and commitment within a team to achieve goals and objectives
  • Proficient communication skills, excellent writing and editing skills; ability to use a broad range of communication techniques to effectively communicate to varying audiences in a variety of situations
  • Exceptional organizational and time management skills; ability to balance conflicting priorities in order to manage workflow, ensure the completion of essential projects and meet deadlines
  • High level of integrity; earns others’ trust and respect through consistent honesty and professionalism in all interactions
  • Demonstrated high level of proficiency in Microsoft Programs, Outlook and ability to quickly adapt to new technology and easily acquire new technical skills
  • Ability to work staggered hours, evenings and weekends as necessary

Qualified Candidates are invited to submit their resume and cover letter including salary expectations to [email protected]

*Bilingual Candidates (French and English) is mandatory for this role

**A Satisfactory Criminal Record Check and Vulnerable Person’s Check is required of all Hockey Canada Employees and Volunteers

 THE ORGANIZATION 

Hockey Canada is the national governing body for grassroots hockey in the country. The organization works in conjunction with the 13 provincial members, the Canadian Hockey League and USports in growing the game at all levels. Hockey Canada oversees the management of programs in Canada from entry-level to high performance teams and competitions, including world championships and the Olympic Winter Games. Hockey Canada is also Canada’s voice within the International Ice Hockey Federation.

 MISSION STATEMENT 

"Lead, Develop, and Promote Positive Hockey Experiences."

 VISION 

"World Sports Leaders"

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