Do you want to work for a company that is rapidly growing and promotes from within?
Are you ready to be part of a team where your skills are valued, your creativity is encouraged, and your ideas help shape the future of the business?
Triton Canada Inc. is Canada's largest and fastest-growing provider of Criminal Background Checks. For over a decade, Triton has been a leader in pre-employment screening, providing organizations, government agencies, and individuals with access to the fastest and most robust background screening platform in Canada.
Role Description
The Applicant Experience Representative is responsible for providing front-line support to applicants through approved service channels, including phone, email, Zendesk, and other required systems. This role supports applicant calls, tickets, status-related questions, follow-ups, documentation updates, and general applicant service activities to ensure applicants receive timely, accurate, professional, and consistent support throughout the screening process.
Regular duties:
- Respond to assigned applicant calls, emails, tickets, and inquiries through approved service channels within defined service timelines.
- Answer applicant phone calls professionally, accurately, and in line with approved communication standards, privacy expectations, and service procedures.
- Review, action, and update applicant tickets in Zendesk and other approved systems in a timely and accurate manner.
- Provide timely, accurate, and professional support related to application status, next steps, required documentation, process questions, and general applicant service needs.
- Support SLA adherence by prioritizing assigned calls, tickets, emails, follow-ups, voicemails, and open items according to service timelines, urgency, and Coordinator direction.
- Use required daily systems, including Zendesk, the Triton portal, phone systems, and other approved tools, to document work, update statuses, track ownership, and support follow-through.
- Monitor assigned calls, tickets, requests, and open items to ensure work continues moving toward completion.
- Complete missed-call, voicemail, or call-back follow-up where assigned and within expected timelines.
- Identify incomplete information, unclear requests, system issues, applicant concerns, workflow gaps, or service risks and escalate to the Junior Coordinator or Coordinator when required.
- Follow approved workflows, templates, communication standards, privacy expectations, and escalation paths when supporting applicant-related work.
- Maintain professionalism, discretion, patience, decorum, and accuracy when supporting applicants by phone or written channels.
- Escalate sensitive, complex, high-risk, urgent, or out-of-scope applicant issues to the Junior Coordinator or Coordinator with clear context and supporting details.
- Support coverage needs across the Applicant Experience department when call volume, ticket volume, email activity, or service demand increases.
- Help identify recurring applicant questions, process gaps, unclear communication, system issues, call handling concerns, or service trends that may need Junior Coordinator, Coordinator, or Manager review.
Required Qualifications
- 2–3 years of customer service experience
- Experience handling sensitive and confidential customer information
- Experience using customer service software, such as CRM or ticketing systems
- Fluency in English; French is an asset
Who You Are
- Passionate working in a cross functional and client driven environment
- Detail-oriented with exceptional organizational skills.
- Comfortable managing multiple projects simultaneously while meeting deadlines.
- Self-motivated and able to work independently.
- Strong communicator with excellent written and verbal communication skills.
- Collaborative, positive, and excited to contribute to a growing organization.
Why Join Triton?
- Competitive total rewards package with salary starting at $45,000
- Career growth opportunities in a rapidly expanding organization
- Collaborative and entrepreneurial culture
- Opportunity to make a direct impact on company growth
- Work with a leading Canadian technology platform
- A team that values creativity, innovation, and continuous improvement
Additional Information
At Triton, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.
This role requires access to sensitive systems and data. Successful candidates must complete and pass applicable background and security screening checks as a condition of employment and system access.
We welcome applicants from all backgrounds and lived experiences. If you require an accommodation during the recruitment process, please let us know.
