Operations Assistant

We are seeking a highly organized and proactive Operations Assistant to join our team. The ideal candidate will be responsible for managing service requests, coordinating with Project Managers and technicians, and ensuring timely resolution of customer issues. This role is crucial in maintaining our high standards of customer service and operational efficiency.

Key Responsibilities:

Respond to incoming calls/email from clients and gather information for ticket creation to then direct them to the appropriate department.

Creating Tickets: Generate service tickets for customer issues and requests using our ticketing system (Sage.)

Assigning Tasks: Allocate tasks to technicians based on their skills and availability.

Following Up: Ensure timely follow-up with technicians and customers to confirm issue resolution and customer satisfaction.

Customer Communication: Maintain clear and effective communication with customers regarding their service requests and status updates.

Project Documentation: Create submittals, maintain accurate records of requests, actions taken, and resolutions.

Coordination: Collaborate closely with the technical team to prioritize and schedule.

Problem Solving: Assist in troubleshooting and resolving customer issues when possible.

Preparing Invoicing and submit to Project Manager for approval

Other Tasks: Create Labels, Vehicle maintenance reports, download testers, project folders, etc.

Qualifications:

High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.

Previous experience in contractor industry and or customer service, preferably in the IT, electrical, Audio Video or Security industry.

Strong organizational and multitasking skills.

Excellent communication skills, both written and verbal.

Proficiency in using ticketing systems and other service management tools a plus.

Ability to work in a demanding environment and manage high-pressure situations.

Strong critical thinking skills and attention to detail.

Benefits:

Competitive salary and benefits package.

Opportunities for professional growth and development.

A supportive and collaborative work environment.

Job Type: Full-time

Schedule:

8-hour shift

Experience:

Customer service: 2 years (Required)

Work Location: In person.