Scheduler at BitCo

BitCo seeks to employ a vibrant and dynamic individual to join the Scheduling team. The Scheduler will be responsible for facilitating schedules and coordination of technical teams. Keeping a record of incoming tickets on the Helpdesk such as installation and survey requests. Enforcing processes and ensuring lead times are adhered to. Updating relevant systems, such as the Helpdesk and CRM.

Essential Duties and Responsibilities:

• Coordinating technical team’s schedules
• Monitoring and updating the Helpdesk and ERP Systems
• Plotting and planning on Google Earth
• Understanding the coverage areas available
• Contacting clients to schedule appointments, Re-Scheduling as required
• Prepping schedules for technicians
• Ensuring all reports are received from technicians on time
• Providing feedback and/or reports as necessary
• Understanding the turnaround times of site surveys
• Understanding the turnaround times of installations
• Understanding the Wireless Priority Hierarchy
• Understanding the client SLA agreements
• Team communication and Monitoring
• Time Management
• Updating relevant systems
• Creating supporting documentation and checklists

Qualifications and Experience:

• Must have client-facing experience as well as the ability to schedule technicians effectively. 

Hard Skills Required:

• Must be proficient in Microsoft Office
• Must be able to create necessary reporting
• Must be able to manage and work on the ticketing system 

Knowledge, Soft Skills & Abilities Required:

• A willingness to work overtime as and when required
• A willingness to perform any additional tasks allocated to them by the Director(s) or manager(s) from time to time
• Complying with all other reasonable requests to ensure the job is completed professionally and according to BitCo standards within deadlines.
• Client facing
• Able to handle client expectations
• Follow up/feedback/progress reports
• Work well under pressure to meet urgent lead times
• Organized
• Able to communicate well with people at all levels
• Feedback/follow-up and prioritizing schedules
• Interact with internal and external staff
• Good communicator - verbal and written