Bilingual IT Dispatcher

Location Toronto, Canada
JobType Temporary
Salary
Reference 14397

Position Title: Bilingual Territory Resource Coordinator
Duration: 6 months contract (with the possibility of extension or conversion into permanent)
Location: Work From Home 
Timing -
Willing to work in rotational shifts (12PM-8PM/1PM-9PM/2PM-10PM)

Job Description:
Reporting directly to the Operations Supervisor, the Territory Resource Coordinator.   A Territory Resource Coordinator identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.

Key Responsibilities:
Call Management:

  • Managing call flow process end to end
    • Review/Create incidents in the ticketing software
    • Assigning, updating, closing incidents
    • Ensuring deliverables and information is sent to clients
  • Completing all exceptional quotes within contracted timelines
  • Pre-Calls as required
  • Parts reconciliation as required
  • Completing billing requirements for all incidents
  • Ensuring contracted SLA/SOW obligations are achieved

Admin Duties:

  • Follow-up of work orders, RMA, pictures.
  • Reviewing and respond to escalations and client surveys
  • Updating issues tracker as required
  • Monitoring and improving tech utilization and margin
  • Identifying potential holes in the pool

Technician Review and Development:

  • Training technicians on mobile application
  • Coaching technicians as required on SOPs
  • Review and coach back of escalations and fusions
  • Providing weekly/monthly/quarterly/annual feedback to technicians
  • Other duties as required

Requirements:

  • Strong phone etiquette
  • Bilingual (French/English) is must
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and proper grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective communication skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities
  • Available for rotating schedule (24/7 call center environment)