Position Time: Independent Subcontractor-
TRIAGE COORDINATOR & ADMINISTRATIVE ASSISTANT
Hours of Work: 40 hours per week, Monday to Friday, 9:00 am to 5 pm EST
Location: Remote (Canada Only, preferably Ontario)
Compensation: Starting between $16.55-$20; will be determined based on experience
Company Overview
MY IT Experts offers consulting & network design services for dental IT systems, dental practice software implementation, upgrades & migration.
Ideal Future of the Successful Candidate
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Triage Coordinator Role
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Answer calls from clients, triage them and direct phone calls to appropriate team members.
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Gather information from incoming ticketing system, triage, organize and delegate tickets to the tech team based on priority.
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Ensure all tickets flow smoothly throughout the day to day.
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Ensure follow ups with clients and techs for resolution and closing of tickets.
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Ensuring all appointment statuses (booked, cancelled, rescheduled appointments) are properly… documented and recorded in company databases.
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Monitoring and adjusting schedules as needed to accommodate changes or unexpected events.
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Communicating with IT Technicians and providing information as needed and being the liaison between them and clinics.
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Communicate schedule changes to relevant parties in a timely manner.
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Corresponding with the clinic’s Office Managers and Regional Managers for information gathering and providing pertinent information to them as needed.
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Follow-up calls for any on-site visits from techs: after work is completed, follow-up calls to make sure all went well, and all issues were resolved. Gather information and document it in the ticket.
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If IT Field Technician need to go back to the clinic, create new tickets/arrange with the clinic if needed.
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Managing projects, including but not limited to desktop/server installs, and network equipment installs (access points, firewall, router).
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Administrative Role
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Attend team meetings remotely.
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Develop and maintain a filing system online.
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Update and maintain office policies and procedures.
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Maintain contact lists and company spreadsheets.
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Maintain exceptional documentation and communication between team members and clients.
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Make calls and send emails.
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Act as the point of contact for internal and external clients.
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Liaise with executive and senior administrative assistants to handle requests and queries from senior managers.
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Success Measures of the Successful Candidate
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Thrives in a self-sufficient, prioritizing, fast-paced environment.
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Be the liaison to keep tasks running smoothly and effectively internally and externally among all stakeholders.
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Ability to prioritize and action tasks simultaneously to ensure all tasks are completed according to established deadlines.
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Ability to manage competing priorities and handle a fast-paced work environment.
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Be flexible and reliable.
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Qualifications and Education Requirements
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Minimum of 1 year of administrative or office assistant experience, virtual assistant, Level 1 Help Desk Agent, Triage or a similar role.
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Completion of High School Education (Grade 12) minimum.
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Bachelor’s degree preferred or equivalent combination of education, training, and experience.
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Strong knowledge of office management systems and procedures.
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Strong organizational skills
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Preferred Soft Skills
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Someone who exhibits sound judgment with the ability to prioritize and make decisions independently.
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Being an articulate and effective communicator across all hierarchy levels through all communication methods (phone, email, service ticket documentation, et al).
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Excellent written, communication, and interpersonal skills.
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Resourceful, can-do attitude.
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Exceptional sense of responsibility and team player.
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Attention to detail and problem-solving skills.
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High level of accuracy.
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Strong organizational and time-management skills
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Energetic and eager to tackle new projects and ideas.
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A team player capable of cultivating productive working relationships across the company.
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Preferred Technical Skills
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Highly proficient in email, calendar, and event management.
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Working knowledge of office equipment, such as laptops printers and fax machines
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Intermediate to Advanced proficiency in Google Workspace (Mail, Docs, Sheets, Slides) and MS Office/Office 365 (Outlook, Word, Excel).
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Familiar with service/help desk and/or SaaS applications, such as Autotask (preferred), Zoho CRM, Freshdesk CRM
Job Type: Full-time
Salary: $18.00-$20.00 per hour
Expected hours: 40 per week
Benefits:
• Dental care
• Extended health care
• Paid time off
• Work from home
Flexible Language Requirement:
• French not required
Schedule:
• 8 hour shift
• Day shift
• Monday to Friday
Education:
• Secondary School (required)
Experience:
• Front desk: 2 years (required)
• Administrative experience: 2 years (required)
Language:
• English (preferred)
Work Location: Remote
Application deadline: 2024-03-21
Expected start date: 2024-04-01