Help Desk Agent- Contract
Driven Brands Canada
Hamilton, ON, CA
2d ago

Responsibilities

Respond to Help Desk tickets for 3 collision repair brands and provide accurate and exemplary resolutions in established timelines.

Help desk tickets include, but aren’t limited to :

  • Vendors - Add, modify or remove and / or activate for EPO, AM, Recycled
  • User access - Add, modify or remove users for management software based on roles & requests
  • Manage security roles and understand parameters based on Brand
  • Profile Management – Insurance Co and Repair Facility, i.e. Carwise, UpdatePlus, RPS
  • Create and manage shared reporting in the management system
  • Forms assistance
  • General questions regarding use of management system software
  • Determine if Help Desk tickets can be handled by Help desk agents or require escalation or referral to proper department.

    Follow-up on any outstanding tickets in queue to ensure prompt assistance.

    Impacts on operations of Collison Repair Centers

  • Parts Ordering EPO / Email / Call & efficiencies, preferred vendors, discounts, etc
  • Parts Receiving EPO / Email / Call & posting, preferred vendors, discounts, etc
  • Vehicle drop off – Authorizations & forms needed to ensure compliance
  • File audit and management and closing – critical exceptions and why
  • Re-open RO’s – why needed and critical nature
  • Cancel RO’s - why needed and critical when applied costs -
  • Production meetings / reporting
  • Skills

  • Strong communication, both written and verbal
  • Strong time management and organizational skills
  • Adaptability and flexibility
  • Strong customer service skills
  • Ability to work independently
  • Computer literacy
  • MS Excel experience preferred
  • Comfortable working in fast-paced environments
  • Troubleshooting skills, either basic or advanced, depending on level
  • Knowledge of the Collision Repair Industry helpful but not required
  • Knowledge in call center or Help Desk processes helpful Experience with CCC One Management System a plus
  • This is a 1 year contract position (maternity leave).

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