Company Info

TeraGo Networks Inc.
55 Commerce Valley Drive West, #500
Thornhill, (Canada)

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Help Desk Coordinator

Job ID: 49855
Job Views: 2926
Location: Thornhill, Ontario, Canada
Zip Code: .
Job Category: Customer Service
Employment Type: Full time
Salary: Neg per year

Occupations

Customer Support: Account Management (Non-Commissioned), Bank Teller, Call Center, Customer Training, Flight Attendant, General-Other: Customer Support-Client Care, Hair Cutting-Styling, Reservations-Ticketing, Retail Customer Service, Technical Customer Service

Job Description

As part of our Tier 1 Support team this person will be the first point of contact for inbound calls to our Technical Service Centre from clients experiening issues with existing Terago services  They will play a key role in direct trouble shooting of basic issues and maintaining contact with customers for updates and call-backs when more complex resolutions of services are required.

Responsibilities & Accountabilities:

Answering incoming calls and gathering information on the nature of the issue clients are experiencing

Opening customer tickets and ensuring all relevant information is captured.

Escalating and coordinating with NOC Technicians (Tier 2) and other departments to ensure the right people are involved

Completing non-technical customer call-backs

Completing ticket closure and call-backs to capture resolution and confirm all the necessary information relating to the issue has been captured.

Gathering information and helping to build a knowledge base of common issues and resolutions to help speed up resolution of issues in the future

 


Job Requirements

Experience working in a customer care/call centre environment for mission critical systems

Diploma or Degree in a technical discipline

Knowledge of networking equipment and protocols

Specific experience with Cisco equipment and RF transmitters would be an asset

Friendly, professional and polite customer care skills.

Excellent problem solving skills

Strong verbal and written communication skills.

Ability to multi-task and stay organized and calm in a fast-paced environment

Strong sense of ownership and responsibility, with the proven ability to work with minimal supervision.

Demonstrated ability to prioritize assigned tasks and projects.

 

What We Offer:

TeraGo Networks encourages a healthy balance between life and work and has designed a compelling and competitive package to meet your needs. This includes:
  • A comprehensive benefits package
  • Generous vacation entitlements
  • A dynamic and fun work environment
  • Career Development opportunities
  • Group RRSP
  • Employee Share Purchase Plan with a corporate match
  • And much more….
 
TERAGO WAS NAMED ONE OF GREATER TORONTO’S TOP EMPLOYERS IN 2012
 
TERAGO WAS RECOGNIZED AS ONE OF CANADA'S TOP EMPLOYERS FOR YOUNG PEOPLE IN 2012


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