Support Specialist
Location: Remote (Hybrid Optional – Based in Atlantic Canada)
Schedule: Monday to Friday, 1:00 PM – 9:00 PM Atlantic Time (some daytime shifts possible)
Organization: CPKN (Canadian Police Knowledge Network)
About Us
CPKN is a leader in delivering innovative eLearning solutions to Canada’s public safety sector. Our mission is to provide accessible, effective, and scalable training solutions through collaborative partnerships. We support thousands of learners across police services, government agencies, and training institutions.
Position Summary
We are currently seeking a Support Specialist to join our Support Team. This Tier 1 support role is the first point of contact for users needing assistance beyond the self-serve tools. The role focuses primarily on supporting users within our eProctor division, with responsibilities ranging from technical troubleshooting to client communications.
You’ll provide support via email, phone, and Teams, helping clients navigate our learning systems, resolve access issues, and ensure an efficient eLearning experience. The ideal candidate is tech-savvy, customer-focused, and thrives in a remote and fast-paced environment.
Key Responsibilities
- Provide Tier 1 technical and user support to clients via email, phone, and Teams.
- Support users in accessing exam rooms and navigating eLearning platforms.
- Address functionality issues within courses, portals, and registration systems.
- Log client issues accurately using our ticketing systems (e.g., Taiga).
- Escalate unresolved issues to Tier 2 or Development support.
- Generate and distribute Tier 1-level reports as required.
- Maintain data accuracy, integrity, and privacy.
- Update support processes and documentation to reflect evolving needs.
- Contribute to continuous improvement by identifying and closing process gaps.
- Collaborate across departments to assist with client communications and special projects.
- Update and maintain accurate client contact records.
Qualifications & Skills
- High school diploma preferred.
- Must be eligible for and obtain security clearance.
- Experience with Microsoft Office 365.
- Strong customer service orientation.
- Excellent written and verbal communication skills.
- High attention to detail and accuracy in logging and resolving issues.
- Strong problem-solving and time management abilities.
- Ability to work independently and know when to escalate issues.
- Comfortable in a fast-paced and sometimes unpredictable work environment.
- Bilingualism (English/French) is considered an asset.
Why Join Us?
- Work-from-home flexibility (with hybrid options).
- Annual Salary $40,000-$50,000.
- Opportunity to contribute to meaningful, public-safety-oriented work.
- Supportive, team-based culture.
- Training and growth opportunities.
How to Apply
Interested candidates should submit their resume and a brief cover letter outlining their experience and interest in the role by the link below.
https://cpkn.bamboohr.com/careers/30?source=aWQ9OQ%3D%3D
Job Type: Full-time
Pay: $40,000.00-$50,000.00 per year
Work Location: Hybrid remote in Charlottetown, PE C1A 1N3
Application deadline: 2025-06-16
