Position Description

Supervised by Level 3 Service Desk staff, you will work as a member of the GoldCare Support Services group. In this position, you are responsible for Level 2 issue resolution and supporting the GoldCare application suite, supporting ancillary application and technical modules and responding to GoldCare client service requests by providing remote software support and maintenance.  In addition, you will identify client requirements and follow through with other staff, assist with application support activities and promote/encourage maximal use of GoldCare software across our client base. Continuing and ongoing coverage for Triage, extended shift and on-call rotations along with mentorship and training of Level 1 staff will be expected.  As well, you will be assisting with Level 3 support and service coordination activities as required.

Key Result Areas

Including but not limited to:

Service Desk

    • Second Level response to GoldCare client requests for assistance by phone and electronically
    • Provide professional, high quality, consistent and reliable support on the GoldCare product suite
    • Record and monitor service tickets using company approved systems, tools and procedures in a professional and timely manner
    • Investigate, replicate or test problems and queries to resolve open tickets
    • Document issue resolution and advise GoldCare clients on appropriate actions
    • Meet or exceed all Key Performance Indicators (KPI) set by management
    • Liaise with clients and GoldCare staff to ensure the delivery of high quality, responsive client support
    • Escalate and manage client enquiries, concerns or issues to maintain a high level of client satisfaction
    • Ensure client data and confidentiality is upheld and protected at all times
    • Train new members of the Service Desk according to established standards and procedures
    • Proactively participate in regular team and departmental meetings
    • Perform non-complex data corrections on client systems as required
    • Install Supplements/Bundles on customer systems as required
    • Develop knowledge base and FAQ articles as appropriate
    • Participate in responding to external and internal quick questions
    • Participate in on-call and extended shift rotations during weeknights and on weekends (7×24 environment)
    • Other duties as directed by management


    • Configuration of technical applications and interfaces
    • Assist senior staff with release upgrades and system updates
    • First Level Universe Support


    • Participate in Application Expert Teams when applicable
    • Participate in GoldCare monthly/quarterly/annual release alpha testing when required
    • Ensure appropriate level of issue documentation is collected and communicated in tickets


  • Maintain accurate daily time reporting records
  • Stay current with GoldCare system information, changes and updates


  • Post-secondary customer service training/certification preferred
  • Experience working with GoldCare applications
  • Excellent communication and organization skills, analytical skills and ability to multi-task
  • Sound understanding of IT industry and latest technologies
  • Ability to identify and diagnose application, hardware or environment problems and resolve logically
  • A high degree of computer literacy and technical competency
  • Working knowledge of relational databases; ideally UniVerse
  • Working knowledge of current Microsoft workstation and networking applications
  • Experience working at a software help desk as a service representative in the health or financial sectors

To apply for this position

If you meet our requirements and would like to join our team, submit your resume to goldcareresume@mygoldcare.com. Make your resume attention of the Service Desk Senior Manager. Quote job #205. We cannot respond to all applicants personally. We will only contact those applicants who we wish to interview. Be aware that GoldCare may review any public information (including on-line content) to learn more about applicants who are applying for jobs at GoldCare.