The position is located in Thornhill. The Helpdesk Coordinator / Dispatcher is responsible for triaging our support desk and working closely with the consulting and technical teams to assist our clients with help-desk related activities. This individual may also initiate prospect calls, generate sales leads and establish an ongoing rapport with existing customers. The individual must be able to work both independently and in team environment as our internal business processes encourage various departments to interact and problem solve together.
Responsibilities
- Assist BAASS consultants and technical staff at all locations with help desk related activities
- Make outbound calls to existing customers via telephone and email
- Create and deliver qualified opportunities to account managers where appropriate
- Ensure follow up with consulting staff to ensure support cases are handled appropriately
- Enter new customer data and update changes to existing accounts in the corporate database
- Attend training where applicable
- Penetrate all targeted accounts and radiate sales from within client base
- Attend scheduled meetings with reporting manager and ensure the calendar is booked to reflect all assigned tasks
- Manage client relationships and ensure superior customer service
Qualifications
- University or College degree
- 1-3 Years of experience in a customer support capacity; Will also consider new graduates
- Experience with opportunity qualification, pre-call planning, call control, account development and time management
- Willingness to work within a flexible and collaborative team environment
- Microsoft Office: Word, Excel, Powerpoint and Outlook
- Solid written and verbal communication
- Self motivated, with high energy and an engaging level of enthusiasm
- Strong organizational skills – timesheets and expenses completed in a timely manner, communications on schedule to prospects and clients
- Ability to multitask and prioritize while remaining focused and organized
- Experience with a customer management system (CRM) preferred
Job time: Full Time
Location: in person, Thornhill, ON
Work hours: 7:30am to 4:00pm, Monday to Friday
Language: English (Required)
Experience:
- customer service: 1 year (Required)
- support desk: 1 year (Preferred)