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Sr. Support Services Representative

Location: 

Calgary, AB, CA, T3E 6L1

 

Department: Customer Support Services
Employment Type: Full-Time
Requisition ID: 1480
Date Posted: January 29, 2026
Closing Date: February 12, 2026 or until filled

 

Job Summary:

Reporting to the Team Lead, Business Support, the Sr. Support Services Representative (SSSR) is responsible for resolving support requests from internal and external customers. The SSSR is directly accountable for responding to customer requests in a timely and professional manner within a team-driven and fast-paced work environment. The primary role of this position is to exceed customers’ expectations with a superior service experience.

 

Responsibilities:

  • Use expert product and system knowledge to provide customer support and respond to escalated issues.
  • Assist with escalated customer queries that may require further investigation and time to resolve. Resolve product or service queries by determining the root cause, identify the best solution to solve the problem and expedite the resolution.
  • Act as SME on key business procedures across all systems, identifying areas of opportunity; collaboration with the business, IT, and the support leads on continuous improvement initiatives
  • Support and execute testing, as required, on UFA systems. 
  • Maintain issues and cases by updating relevant information.
  • Provide remote support to the UFA network on approved policies, processes, procedures, site and customer interaction related systems and controls as they relate to end user administrative functions, across all channels.
  • Ensure Knowledge Articles are current and complete.
  • Create customer leads by recording customer information into the CRM system.
  • Provide support to programs that are ‘in market’ with our customers including the processes to execute at our locations.
  • Support new and existing customer/business programs, the launch of new of SOPs and the rollout and maintenance of systems.

 

Qualifications:

  • Diploma in Business Management or other related discipline Diploma.
  • 7+ years of customer service experience including 3 - 5 years of progressive experience working in a customer service center position.
  • Excellent customer service skills.
  • Proficient in MS Office.
  • Strong organizational and communication skills. Strong verbal communication with clear, understandable English.
  • Ability to prioritize work, handle multiple priorities simultaneously, and analyze data quickly will be expected.
  • Have a good understanding of UFA’s business, process and policies.
  • Strong knowledge of Enterprise Systems, Point of Sale Technology, Customer Relationship Systems, SAP, and Microsoft Dynamics functions.
  • Ability to initiate conversation and communication in a polite and engaging manner.
  • Ability to manage confidential information.
  • Able to adapt to a flexible working schedule.

 

#IND3

You and UFA. Let’s Grow Together.

UFA is one of Canada’s largest and most progressive agricultural co-operatives. We’re a multi-billion-dollar organization that offers the products, services, and support our 127,000+ members need to build, grow and succeed. While our roots will always be in agriculture, we’re proud to support the industries and communities that drive Western Canada’s economy. We need your skills, expertise and ideas to help us keep growing.

  • A Business with a Purpose - Join a member-owned co-operative with a mission that matters: improving the well-being of our members, helping them feed the world, and enabling investment in local communities.
  • Recognized and Rewarded for Your Performance - At UFA, success is shared. You’ll own your work and be recognized for both individual and organizational results.
  • Work-Life Success - We prioritize safety, respect your time, and offer flexible options and comprehensive benefits to support your life inside and outside of work.
  • We Help Each Other Grow - Our collaborative culture fosters growth through hands-on experience, mentorship, training, educational support, and diverse career paths.

Diversity Equity, and Belonging

At UFA, we care about our employees and what makes them unique. We strive to create an inclusive environment that welcomes employees from diverse backgrounds, where everyone can do their best work. If you require accommodation during the application or selection process, please contact careers@ufa.com.

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We thank all applicants for their interest. Only those selected for an interview will be contacted.

 

 

 

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