Netdigix Systems Inc Customer Service Representative Full Time in Burnaby, BC

Netdigix Systems Inc

Branch Burnaby BC CA

Customer Service Representative
Burnaby, BC

As a Customer Service Representative you will be primarily responsible for assessing business requirements and technical support needs across multiple clients…

Job Summary

NETDIGIX SYSTEMS , is recognized as an industry leader in IT Managed Services, Cloud Hosting and IT Project Consulting in Vancouver and the Lower Mainland. With an ever growing clientele we are looking for a Customer Service Representative to join our team. A Great Place to work, dedicated, knowledgeable, passionate, committed to excellence…… these are just some words we can confidently use to describe the team members at Netdgix. If you want to join a growing, aggressive and dynamic company that rewards success and challenges you to grow, THIS IS THE POSITION FOR YOU!

The Role:

As a Customer Service Representative you will be primarily responsible for assessing business requirements and technical support needs across multiple clients through IT Service Management tools that closely follow Information Technology Infrastructure Library. Reporting to the CEO, the role acts as a liaison between our Clients and IT support Team’s, ensuring that all incidents meet our defined response times and client service agreements. You will be required to create clear and concise specifications, requirements, and documentation around specific issues and small requests that allow us to meet our client’s expectations in a timely manner.

Your success will be achieved by:

  • Interacting directly with our clients, vendors and technical teams developing and maintaining a strong on-going relationship, always looking for opportunities to improve client satisfaction and experience
  • Creating Incident and Problem Support tickets using our tools; responding to them through phone, email and screen viewing sessions
  • Acting as a first responder on technical and customer service incidents, attempting to triage, allowing the technical teams to have more detailed information available in their work orders
  • Reviewing and monitoring tickets and system alerts via the ticketing system on a daily basis, and re-assigning as required to ensure all incidents are handled meeting defined response times for all Managed Service Customers
  • Following up with clients and technicians on open tickets to ensure completion
  • Coordinating the schedule for Technical Support Teams on a daily basis through our Work Order Management System to ensure they meet their schedule
  • Managing Office accounting-book keeping activities: payroll, month-end including GST-PST, accounts payables, accounts receivables, reconciliation of credit card records, updating QuickBooks with payments, invoices, and tech expenses
  • Managing office duties as required
  • Annual Salary $30,000 – $35,000

Who You are:

  • 1-year experience working in a Customer Service Representative role
  • Customer focussed with the ability to adapt and respond to clients’ requirements
  • Experience working in a Help Desk environment using Standard Business processes and tools an asset
  • Strong ability to work with Microsoft products such as Excel, Word, PowerPoint to complete tasks and assist clients
  • Effective planning, organizational and time management skills
  • Customer and team focused attitude, with strong problem solving skills
  • Comfortable in building rapport and dealing with people in difficult situations
  • Ability to learn quickly, prioritize, and meet deadlines under pressure situations
  • Good written and verbal communication and listening skills
  • Understanding of other business tools, such as QuickBooks, Accounting and Book Keeping principles
  • Highly Motivated Self-Starter and able to work independently
  • High school diploma, general education degree or equivalent

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Burnaby, BC, CA
Posted on: 2016-12-05
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