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Diagnostic Administrator

Department: Innovation - Reseller/VAR
Location: London

Position Title: Diagnostics Administrator

Location: London, Ontario

Summary:

The Diagnostic Administrator will ensure the efficient day-to-day operation of the Diagnostic Delivery Team, while supporting the work of management and other staff. Monitor and manage the queue of incoming queries and book scoping calls related to those cases

Major Responsibilities:

  • Monitor and manage the queue of incoming queries and book scoping calls related to those cases with the appropriate delivery team member 
  • Schedule calls with members or prospects as necessary, track Account Managers attendance for scoping calls and provide next step support
  • Monitor and manage running Surveys for all programs, providing support to survey owners by: Sending out completion rates at the appropriate times 
  • Confirming with survey owners before closing surveys 
  • Closing surveys and generating reports 
  • Compiling emails with reports, sending to survey owners 
  • Updating case statuses as required 
  • Confirming with Account Managers the purpose of calls when necessary 
  • Book results calls with appropriate members of the delivery team and Account Manager, track when Account Managers attend the call and provide next step support for them. Reschedule when necessary. 
  • Monitor and manage the survey email inbox, providing external support to survey participants with basic technical support, and escalating to IT when required. 
  • Assisting the Delivery Team with demand generation by following up with those included in the Status Report in Salesforce.com 
  • Following up with those who have been scoped 
  • Booking Year 2 participants 
  • Ensuring accurate case statuses exist on individual cases 
  • Mining current database for opportunities for members to participate in Diagnostic programs 
  • Supporting the Diagnostic team with Marketing Campaign execution as required. 
  • Support the Delivery Team with the creation and content management of standard email templates. 
Education and Experience:
 
  • Education: High school diploma, a Post-secondary education in business, computers, or administration is an asset 
  • 1 – 3 years’ experience in an office setting
 

ITRG is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

 


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