After Hours Support
About this role
Section: About the Role Backline Outsourcing is seeking an After Hours Support professional to provide uninterrupted first-level administrative and client support for a Canadian healthcare staffing organization during hours when its primary team is offline.
Section: Responsibilities
- Monitor and respond to all after-hours email inboxes within defined SLA windows.
- Answer inbound calls, assess urgency, and escalate emergencies according to established procedures.
- Provide first-level administrative and client support during assigned hours.
- Maintain accurate records of after-hours requests, actions taken, and escalations.
- Complete a thorough and accurate shift handover report at the end of every shift.
- Ensure no urgent client or operational matter goes unaddressed during the after-hours period.
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