Support Administrator - Toronto, Canada - WebSan Solutions Inc.

WebSan Solutions Inc.
WebSan Solutions Inc.
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Overview:


This non-technical role provides both internal and external administration support to the Support Services unit and directly to WebSan's clients.

Reporting to the Manager of Support Services, this role is critical to ensuring client success on a day-to-day basis, where one can further supplement WebSan's existing automated support processes by providing a personalized approach to every client's support needs.


Responsibilities:


  • Assist with maintenance and enhancements to WebSan's internal ticketing system and support
processes

WebSan's internal systems

  • Triage support cases daily and administrate system down procedures.
  • Ensure WebSan's internal CRM & case management systems are always up to date by collaborating with the Client Solutions team and reaching out to clients for updated authorized user lists
  • Onboarding and train new employees on how to utilize the ticketing system and general support processes
  • Assist with the maintenance and organization of WebSan's Knowledge Base article repository
  • Review/Audit cases to ensure ticket resolution is meeting required service levels and timelines
  • Create and manage ongoing client reporting subscriptions
  • Schedule business advisory meetings between clients and support staff
  • Review and followup on client concerns related to support processes and usage by coordinating with appropriate internal resources
  • Minor updates in client business environments where necessary (ex: security/permission changes)

Role Benefits

  • A competitive salary with great growth potential, Growth Sharing Plan (GSP), full benefits including a Health Care Spending Account, and an RRSP matching plan
  • An opportunity to make an impact and advance your career
  • High degree of autonomy, responsibility & respect
  • Flexible work schedule
  • Work at a young, vibrant firm with over two decades of experience in the market
  • Uptown Toronto office easily accessible via subway with free parking

Qualifications

  • Postsecondary education in business or equivalent administrative work experience
  • Excellent verbal & written communication
  • Strong organizational & interpersonal skills
  • Ability to multitask and juggle multiple priorities
  • Ability to work well under pressure & in a close team environment
  • Proven analytical & systematic problemsolving skills
  • ERP and/or CRM experience a strong asset
  • 05 years of Administration experience

Salary:
$47,000.00-$59,000.00 per year


Benefits:


  • Dental care
  • Extended health care
  • Paid time off

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Toronto, ON M2J 4T1: reliably commute or plan to relocate before starting work (required)

Education:


  • Secondary School (preferred)

Experience:


  • Front desk: 1 year (preferred)
  • Administrative experience: 1 year (preferred)

Language:


  • Mandarin (preferred)

Shift availability:

  • Day Shift (preferred)

Work Location:
Hybrid remote in Toronto, ON M2J 4T1
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