Position: Support Administrator

Location: Markham ON, Head Office

Job Description:

Reporting to the Vice President, Customer Support, the Support Administrator will be a key member of the Customer Support team and will be responsible for wide array of administrative duties including but not limited to the responsibilities listed below. This is a full-time salaried position, and qualifies for High Line Corp’s standard benefit plan. Starting salary is dependent on the candidate’s qualifications and experience

Specific responsibilities include:

  • Provide administrative support to the Vice Presidents of Product Development and Customer Support
  • Co-ordinate the creation and submission of work orders to customers
  • Monitor and update approvals and completion of work orders within the Customer Care system
  • Assist Controller in ensuring complete data is available for correct billing of work orders
  • Ensure timesheets of support personnel accurately reflect work performed against work orders
  • Monitor completion of customer cases or follow up with support personnel to ensure timely progression of issues
  • Follow up with customers to ensure timely response to requests for information from support
  • Co-ordinate assignment of support staff for support consulting engagements with customers
  • Update and format documentation in knowledgebase from information provided by developers, consultants, testers or support technicians
  • Other duties as assigned

Qualifications:

  • Excellent English-language communication skills, both written and oral, to communicate with staff and with customers across North America
  • Proven organizational and time management skills
  • Strong customer service orientation
  • Superior telephone manners and strong interpersonal skills
  • Keen attention to details
  • Able to prioritize and deal with conflicting and competing issues
  • Resourceful and flexible
  • Exercises good judgement and discretion
  • Identify administrative continuous improvement and to develop tools to assist all staff in their effectiveness
  • Knowledgeable/skilled in Microsoft Office products (Word, Excel, PowerPoint)
  • Able to maintain and develop filing systems both hard copy and soft copy
  • French an asset, but not a requirement

Hours:

40 hours per week

Compensation:

This is a full-time salaried position and qualifies for High Line Corp’s standard benefit plan.

Starting salary is dependent on the candidate’s qualifications and experience.