Reality Bytes was established in 1998, we've been in the information technology industry for over 26 years, with a expansion into internet, websites, and digital marketing services to meet our fantastic clients needs. Our goal is to always grow a business with the use of excellent technology. We KNOW our success lies in the fact that we specialize in finding ways of making our clients more streamlined, efficient, and focused- using cutting edge technology. We would not exist today without the partnerships with our clients, and the trust that they put into our experience, products, and services to help their business flourish.
We are currently seeking a keen new hire to help our Drumheller and area sales team. Our team stretches across the province and other parts of the globe, we're a diverse, fun, and highly educated group of mostly "nerd" types that loves to have fun at work, while providing best in class support and service to our clients.
Responsibilities
- Monitor and assign incoming tickets (technician jobs and tasks) based on priority installer and technician skill level.
- Triage of open issues, ensuring that anything with high priority or critical response needed is handled as quickly as possible.
- Coordinate technician schedules for onsite and remote support.
- Act as the primary point of contact for clients for updates and status reports.
- Timely communication with clients through various channels.
- Ensure Service Level Agreement adherence by managing ticket workflows.
- Communicate with clients to gather additional details for unresolved tickets.
- Track and report on ticket trends and technician / Staff performance.
- Oversee & follow through on every open ticket in Service Desk, or Project Boards.
- Follow up with clients, or other staff members to ensure tickets are dealt with inside our SLAs.
- Push any new leads or sales generations to sales staff, creating a sales opportunity in ConnectWise (CW) for that client.
- Receive emergency and non-emergency calls and record significant information as tickets.
- Address problems and requests by transmitting information or providing solutions.
- Use teams/phone, or computer to send co-workers to appropriate locations.
- Provide co-workers with information about orders, traffic, obstacles, and requirements.
- Enter data in computer system (CW Manage) and maintain logs and records of calls, activities, and other information.
Required Skills
- Maintain a positive, empathetic, and professional attitude toward fellow employees and our clients always.
- Strong organizational and time management skills.
- Ability to communicate clearly with both clients and technicians.
- Excellent phone, typing and computer skills
- Familiarity with Connectwise PSA/Manage systems and reporting tools.
- Basic understanding of IT terminology to assign tickets effectively.
- Problem-solving and conflict-resolution skills.
- Ability to handle a FAST paced work environment.
- Happy with learning on the fly, constant education improvements on our tools, services, offerings.
- Empathy - assisting clients to ensure their needs are met.
- Flexible- sometimes plans can change, and we just have to pivot and adapt.
- Experience with ConnectWise, Outlook, SharePoint, Word, Excel, and Microsoft Teams is considered an asset.
Job Type: Full-time
Pay: $20.00-$25.00 per hour
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Store discount
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: In person
Application deadline: 2025-01-08
