Dyrand Looking for Dispatcher / Office Admin at Vancouver, BC Full Time

Job description
We are looking to hire a Dispatcher / Office Admin for our downtown Vancouver office. This position is for regular business working hours starting at 8am and requires the successful candidate to be present at our downtown office.

Dyrand Systems Inc. is an established IT Managed Services Provider in Vancouver with clients all over North America.
We provide our clients with a virtual IT department with our team of specialists that monitor and manage their networks and systems 24/7/365.
Our extensive set of IT-related services and partnerships ensure that our clients’ IT systems provide full business value.
We provide our employees with long-term careers and includes being involved with a wide variety of clients and working with a spirited team of colleagues. We have a passion for growth, teamwork, and quality customer service.
You must like working with technology, and love working with people.
To fit into our team, you need to balance being reliable, focused, and pragmatic, with being innovative, outgoing, and fun!
We believe in a work-life balance and thus provide all employees that start with Dyrand the following key benefits:
– 3 weeks of vacation per year
– Company paid extended benefits plan that includes extended health care benefits, dental
– RRSP contribution matching
– Your birthday off!
– and more

Key Responsibilities

1
Receive & Route incoming phone calls, emails, customer portal requests, and internal staff requests into our CRM system

2
Create, Update, Assign and Re-Assign Tickets efficiently, effectively promptly in our CRM system
– Preprocess Tickets
– Participate in the administrative aspects of Ticket Escalations
— Internal team correspondence – with different staff, and departments as necessary
— Client correspondence – Communication with customers: keeping them informed of incident progress as necessary

3
Managing Support Staff Schedules
– Manage (daily, weekly, monthly) Schedules for (on-site and remote) Support Staff, ensuring maximum & correction utilization of Support Staff resources
– Manage after-hours On-Call Schedules for Support Staff
– Manage Staff Rescheduling, Reassigning of Tickets for all Support Techs, as necessary or as priorities change

4
Office Administration
– Manage Office Administration
– Maintaining, Ordering Office supplies
– Maintaining IT Equipment Inventory
– Managing Shipping and Receiving of products

Educational Qualifications
– 2+ years of Post Secondary Education in Office Administration / Business / Customer Service / or other related fields

Customer Service Skills
– Have excellent Customer Service Skills
– Have a friendly, positive, enthusiastic approach to Customer Service
– Fluent in English, with excellent written & verbal communication skills both formal and informal
– Able to communicate clearly, and concisely across all forms of communication software in a timely manner (including being able to type quickly and accurately)
– Able to quickly create effective working relationships, trust with clients, vendors, partners, and staff
– Able to calmly de-escalate customer care situations on the rare occasion

Technology Skills
– Have good experience using Microsoft Office applications, CRM systems, Help Desk / Service Desk Ticket Systems, Dispatch Systems
– Have good experience using applications and technologies including Cloud-based Software, Call Center Phone systems / Communication systems, or other Enterprise Software systems
– User-level tech-savviness with communication software like Microsoft Teams, Slack, Email, and CRM / ERP software (ConnectWise Manage and/or equivalent)

General Skills
– Strong analytical skills, problem-solving skills, can make sound decisions, can execute action plans in pressure situations, and be accountable for results.
– Strong organizational skills including meticulous attention to detail and multi-tasking skills.
– Strong time management skills
– Able to take initiative on tasks, and willing to take on new challenges
– Able to work effectively, and efficiently in a fast-paced environment in both a team environment or independently with limited supervision
– Able to manage multiple conflicting priorities, reprioritize tasks, reestablish priorities, and meet deadlines

Nice to Have
– 2+ years Past experience in front desk / reception, customer service, handling 10 to 15 customer service phone calls / day

Though we appreciate your interest in working for Dyrand, only those considered for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $20.00-$25.00 per hour

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site gym
• Paid time off
• Profit sharing
• RRSP match
• Vision care

Flexible language requirement:

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Front desk: 2 years (preferred)
• Administrative experience: 2 years (preferred)

Application deadline: 2022-08-15