Administrative Assistant
Job Title: Administrative Assistant
General Summary :
The Administrative Assistant is responsible for supporting both the IT service desk and sales teams. This role involves reviewing, validating, triaging, dispatching and assigning incident and service request tickets, as well as processing customer requests for potential sales, generating quotes, and creating sales tickets.
The ideal candidate will have strong communication skills, the ability to multitask, and a keen attention to detail.
Functional Role :
• Serve as the initial point of contact with customers regarding service requests and sales inquiries.
• Triaging and assigning service requests to appropriate technicians.
• Collecting information through listening and asking relevant questions to determine types of calls, ticket priority levels, and triage criteria.
• Ensuring tickets are efficiently assigned by monitoring resource schedules for availability and capacity to work tickets.
• Communicating with customers as required via phone or ticketing system; keeping customers informed of ticket progress.
• Providing clear information for IT personnel and sales team.
• Reviewing tickets for quality control and processing all tickets within SLA guidelines.
• Assisting customers in a friendly, proactive, and efficient manner with appropriate follow-up
• Answering calls coming into the Sales and Service lines and monitoring the Sales board.
• Gathering additional information for the sales team on current quotes or requests.
• Supporting inside and outside sales staff with CRM/CPQ organization and data entry.
• Performing various duties or tasks assigned by Sales or Account Management.
Required Personal Skills :
• Excellent English verbal and written skills.
• Outstanding interpersonal and communication skills in English.
• Enthusiasm for providing outstanding customer service.
• Strong decision-making and problem-solving skills.
• Presents themselves in a highly professional, competent manner.
• Ability to work calmly under pressure, multitask, and prioritize.
• Ability to work independently and within a team environment.
• Highly organized, detail-oriented, and self-motivating.
• Patience in solving technical problems with end users of varying technical aptitudes.
• Genuine interest in technology and cybersecurity.
• A background check and initial drug testing is required.
Considered a Strong Asset :
• Experience in another reception/secretarial/dispatch role.
• Ticketing software experience.
• Experience with CRM software.
• Prior experience in a high-ticket sales environment.
• An understanding of marketing funnels, sales pipelines, and buyer psychology.
Computer and Network Security
Administrative
Full-time