Overview:Our client is a Canadian-based MSP (Managed Service Provider). They provide IT and network support services and technology consulting to a wide range of mid-sized companies in Canada and the US. They have an expert team of highly dedicated specialists, supported by strategic and emerging technology partners, who are laser-focused on taking companies to the next level This role offers work from home options, competitive salary, growth opportunities and the chance to work with a dynamic and growing team of international IT professionals.
As a Telecom IT Tech Dispatch/Client Care Specialist, you have an integral role in the business, acting as a facilitator between our valued clients and internal team of technicians and external trade contractors. A successful candidate is passionate about delivering excellent customer service and embodies critical thinking skills with the ability to think outside the box.
Act as secondary dispatch during regular dispatcher's shift, and primary dispatcher when other dispatcher is off- Answering calls and creating tickets within our ticketing system Ensure that every voicemail is called back within 10 minutes
Reviewing all new tickets that come into our system (via RMM, email, etc.) and assigning to the appropriate board and resource(s) within 30 minutes of the ticket arriving
- Cleaning up new tickets to match standard (i.e., ensuring proper subjects, client info, contact info, description, etc.)
Assisting with escalation between technical resources- Scheduling remote and on-site technicians
Assist with entry-level support items that come through (email forwarding, password resets, etc.)
- Add in all notes and track time within tickets and ticketing system
Complete daily ticket reviews with all technicians via individual phone calls and providing a daily report on the findings- Continually review and audit service boards to ensure: compliance with process, proper note-taking and time tracking, technician's meeting SLA's, and items being escalated when/where required
Proactively update tickets and communicate with clients when tickets are at risk of going stale, approaching SLAs, or whenever an appropriate opportunity is identified
- Escalate concerns with tickets/technicians to the appropriate manager
Providing accurate reporting from our ticketing system when/where requested At least 2 years of proven experience and product knowledge in the telecom industry is preferred- Bachelor's degree or higher education is preferred
Demonstrated record of providing a high degree of customer satisfaction
- Well-developed customer service skills
Pleasant and warm personality- Exceptional interpersonal and relationship building capabilities
Good communication skills, both written and oral
- Strong organizational, operational, and planning skills in a sales focused environment
Agile mindset, both willing and able to adapt and pivot in a fast-paced work environment- Proactive and goal-oriented
High-level of attention to detail
- Can work independently with minimal supervision
Can start ASAP
Amenable to working graveyard shift
- LAPTOP / PC REQUIREMENTS:
CPU / Processor Dual core processor 1Ghz or above, Intel Core i5 / i7 or AMD equivalent is highly required- Windows 10 or MAC is acceptable
RAM At least 8GB RAM with 60GB free hard disk space available.
- 50 Mbps and up wired DSL Internet connection, with wireless backup with UPS battery backup for short term outages
Headset with noise-canceling feature & webcam
Job Type: Full-time
Benefits:- Opportunities for promotion
Work from home
Schedule:
Education:
Experience:
- Customer Care Specialist (Telecom): 1 year (Required)
PABX: 1 year (Required)
NEC: 1 year (Required)
