Help Desk Agent- Contract

2 weeks ago


Hamilton, Canada Driven Brands Canada Full time

**Responsibilities**

Respond to Help Desk tickets for 3 collision repair brands and provide accurate and exemplary resolutions in established timelines.

Help desk tickets include, but aren’t limited to:

- Vendors - Add, modify or remove and/or activate for EPO, AM, Recycled
- User access - Add, modify or remove users for management software based on roles & requests
- Manage security roles and understand parameters based on Brand
- Profile Management - Insurance Co and Repair Facility, i.e. Carwise, UpdatePlus, RPS
- Create and manage shared reporting in the management system
- Forms assistance
- General questions regarding use of management system software

Determine if Help Desk tickets can be handled by Help desk agents or require escalation or referral to proper department.

Follow-up on any outstanding tickets in queue to ensure prompt assistance.

**Impacts on operations of Collison Repair Centers**
- Vehicle drop off - Authorizations & forms needed to ensure compliance
- File audit and management and closing - critical exceptions and why
- Re-open RO’s - why needed and critical nature
- Cancel RO’s - why needed and critical when applied costs
- Production meetings/reporting

**Skills**
- Strong communication, both written and verbal
- Strong time management and organizational skills
- Adaptability and flexibility
- Strong customer service skills
- Ability to work independently
- Computer literacy
- MS Excel experience preferred
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on level
- Knowledge of the Collision Repair Industry helpful but not required
- Knowledge in call center or Help Desk processes helpful Experience with CCC One Management System a plus

This is a 1 year contract position (maternity leave).


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