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Operations Support Representative

Location:	Markham, York, Ontario, Canada
Job Type:	Permanent
Posted:	28th Jun 2011
Closing Date:	26th Jul 2011
Posted By:	Doxim Inc.
Details:
Operations Support Representative In this role as Operations Support Representative, you will complete all monthly customer service projects according to instructions and within established SLA timeframes for DOXIM and our customers and deliver as per specifications. Additionally, you will identify and resolve issues/problems with incoming data, upload issues, and print and mail requirements. You will be responsible for providing regular status updates to both internal and external customers and escalate issues are required. Specific responsibilities are outlined below: Responsibilities: • As a member of the Operations Team, you will actively drive improvements by presenting suggestions and solutions to help further automate and continually improve the operations process • Provide technical expertise and process knowledge while ensuring a strong commitment to customer service is maintained • Work with Implementation Team to promote new jobs into Operations Production Environment • Review project plans to determine job specifications and requirements • Assist professional services staff with new projects as required • Provide Tier 1 support – responding to customer inquiries • Identify, trouble shoot and resolve technical and / or implementation issues to the customer’s satisfaction in a timely manner • Escalate unsolved and/or critical problems as outlined in the escalation process • Provide customers (internal and external) with updates and progress status reports • Ensure the timely completion of all production projects, documenting each step in the CRM tool • Prepare for and manage production schedules – monitoring and tracking project time • Manage server backup processes • Monitor FTP sites for customer supplied data • Additional administrative tasks as required Business Skills: • Excellent communication skills (written/verbal English) • Solid problem solving ability • Detail oriented with a strong commitment to quality • Ability to handle multiple priorities while meeting specific deadlines • Strong team player • Bondable Qualifications: • College Diploma, University Degree • 2-3 years experience in fast paced production environment • Hands-on experience using PC’s, including Windows 2000/XP and Microsoft Office applications • Familiar with database design/architecture (MS SQL, MS Access) • Understanding of business processes such as Quality Control, Quality Assurance, etc. Working Conditions: • Occasional overtime required • Occasional weekend work required

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