Our company is changing the way businesses connect!
About the role :
You will handle all Support Tickets utilizing ZOHO support system and ensure that all service calls are handled and closed in a timely manner.
You will also be coordinating the dispatch of all technicians to fulfill all labour requirements for projects and service calls.
High school diploma
Experience in Customer Service
Valid Ontario Driver's license and a vehicle.
Must be willing to accept flexible hours within a 7-day work week.
Strong computer skills and familiarity with Word, Excel
Strong Oral and Written, Communication, Organization and Problem-Solving skills
Pro-active, good at multitasking, and thrives under pressure while meeting time lines
Self-directed with strong work ethic, effective problem solving and customer service focus
Working knowledge of cables, adapters and installation accessories is an asset
Previous experience in the Data Communications and A / V industry is an asset but not required
Experience in Project Management, Project Coordination is preferred, not required)
Handling of Service Requests from Customers / Cenero / Healthcheck
Adding all required info in ZOHO support from start to finish
Dispatching techs for support calls
Ensuring ZOHO is current and all Service tickets are closed in a timely manner
Constant management and organization of ZOHO Support customer account database
Invoicing of Support Tickets once completed
Facilitate with Technicians in obtaining Service Work-orders after a Service call has been completed
Create quotes for clients
Schedule Remote support for client
Ordering Parts through ZOHO projects
Management of warranty repair with purchasing team
Work with clients to obtain proper information regarding issue & site
Follow up with client after issue has been resolved or when an additional visit is required to update client with next steps
Responding to support tickets in a timely manner
Updating clients after a Service call has been completed or if there are next steps to be taken for resolution
Ensuring that information is provided to coordinator regarding support related work at the TGIF weekly meeting
Liaise with various dept. to meet deliverables for support calls
Backup to Support Services Coordinator
Starting salary is $42K - $48K (potential to earn more)
Transit accessible (5 minutes away from Donlands subway station)