Operations Helpdesk Associate - HYBRID

JOB RESPONSIBILITIES

1. Take ownership and action SalesForce Cases from Internal Goway staff and advise a solution or escalate as required

2. Take ownership and action Cases regarding our Customer Resource Management Database to resolve Duplicate entries or Incorrect data and other issues 

3. Conduct troubleshooting for any system/technical issues

4. Provide necessary information such as screenshots and explanations to the Team Lead when reporting a newly found technical issue

5. Collaborate with the Team Lead for any process improvement

6. Work with the Contract Team to ensure any issues with the load are corrected and agents advised to ensure rates in files are correct

7. Identify loading errors when advised of issue via Salesforce cases and escalate those issues to Contract Team

8. Must be able to understand and load contracts to the system as needed

9. Liaise with the Contracts Team Lead/Senior Toronto Contract associate on any critical issues

10. Communication through multi media - telephone, video conferencing in English for collaboration is required

11. Assist Team Lead create and update Knowledgebase articles for “Frequently Asked Questions” which will be referenced by all internal Goway users. 

KNOWLEDGE, SKILLS & ABILITIES

• A team player

• Strong organizational and problem-solving skills

• Good interpersonal skills

• Flexible and with the ability to multitask

• Ability to plan and work to deadlines

• Excellent Math

• Excellent verbal & written English communication skills

• Highly detail oriented with an ability to concentrate for an extended period of time

• Ability to identifying and solve a problem or issue

• Ability to know when to escalate an issues when it is beyond your current knowledge

• Excellent investigative skills for database/API issues in an electronic format

• Excellent computer skills including proficiency in Microsoft Suite

• Previous experience with interpreting and loading contracts into a database is beneficial

• Previous knowledge of land contracts and destinations that Goway sells is beneficial

• Previous knowledge of the iVector system is beneficial

• Excellent investigative skills for database/contract issues in an electronic format

• Previous experience in the Travel Industry is beneficial