- Toronto, Ontario, Canada
- Entry
- CA$50K–CA$60K per year
- 0–2 years
Act as the first point of contact for incoming client calls and emails, log requests, monitor remote monitoring platform alerts, open tickets, ensure accurate categorization, provide status updates, update partners, track tickets against SLA, assist in reporting, attend meetings, and support the broader team.
Compensation
Annual salary range: $50,000 - $60,000 CAD per year.
Responsibilities
- Act as the first point of contact for incoming client calls and emails and log each request accurately before it is routed.
- Monitor remote monitoring platform alerts throughout the shift and confirm when products remain in a failed state beyond the defined hold period.
- Open tickets for products that remain in a failed state and pass them to L1 for triage.
- Ensure tickets are accurately categorized, prioritized and documented from creation to closure.
- Provide clients with status updates on open incidents in line with their SLA, and confirm resolution with the client before closure.
Requirements
- Diploma or Bachelor's degree in Business Administration, IT Services, Operations, or related field, or equivalent experience
- Nice to have: Exposure to AV remote monitoring platforms (e.g. Crestron XiO Cloud, Q-SYS Reflect) considered an asset