Dispatch / Office Support Assistant exists to help support our Technicians in the field, our Clients and assists with the various administrative duties required for a technical service company. We are a progressive, fast growing tech company looking for dynamic and enthusiastic individuals to participate in our continued success. We are located close to SkyTrain and the highway. This role is key to our delivering a high level of service to our employees and customers. The duties are varied and a typical day could include a variety of tasks.
Receive service requests from clients. Evaluate the needs of clients and respond accordingly. Create service ticket into CRM. Develop schedules for field service personnel, taking in to account work order priorities, due dates, time required, location, skills required, workload and urgency.
Distribute service orders to field service personnel ensuring that appropriate systems are updated and individuals informed when work orders are completed.
Review service tickets to ensure all details of work have been entered. Adjust wording as required. Determine billable vs non-billable work. Verify/add parts used. Finalize for accounting on a daily basis.
Provide assistance to field personnel if needed.
Assist clients with technical support when possible.
Respond to any issues and follow-up by coordinating appropriate departments or field agents.
Provide support and backup for other administrative/inside sales duties as requested.
Provide support and backup for inventory control.
Answering general customer service departments phone and email inquiries
Creating purchase orders, ordering parts from suppliers
Monitor personnel and/or equipment locations. Liaise with customers regarding programming changes for security systems. Create and maintain Central Station subscriber forms for our clients. Run reports and audits of security systems to ensure they are operating as designed. Monitor and audit alarm reports to identify and resolve issues. Work with other Fusion Security departments to ensure seamless security service delivery.
The successful candidate will bring with them:
Strong client service, customer relations skills.
Above average organizational and administrative skills Strong problem-solving skills required.
Computer experience with MS Office is required Experience in an alarm monitoring station is an asset.
Experience in a call/service center is an asset.
Experience managing access controls system is an asset.
Strong English written and verbal communications skills is required.
Working at Fusion Security is not just about the job but about the culture. We are a very close, supportive group of professionals. A true "Team"! If you believe you are the perfect candidate to join our organization, please submit your resume, as well as a COVER LETTER explaining why you feel this way. Only successful candidates will be contacted.