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Inside Sales Representative - IT

Role Overview:

We are currently looking to fill a full-time position for Inside Sales Representative – IT focused person in our Edmonton, AB location. As an Inside Sales Representative (ISR) at NextGen Automation, your primary responsibility is to generate and qualify leads by setting meetings that drive sales. You will play a crucial role in identifying potential customers, building rapport, and understanding their IT-related needs. This role requires strong communication skills, resilience, and a results-driven mindset to support the sales team in achieving revenue goals.

Key responsibilities:

• Prospect & Engage: Conduct daily outbound calls to potential customers from provided lead lists.
• Qualify Leads: Ask insightful questions to uncover customer pain points, needs, and potential sales opportunities.
• Overcome Objections: Address customer concerns with confidence and professionalism to generate interest.
• Appointment Setting: Schedule and confirm meetings for the Sales Team with qualified leads.
• CRM Management: Maintain up-to-date and accurate records of customer interactions, follow-ups, and sales activities.
• Sales Goals: Meet and exceed weekly targets for calls, appointments, and lead conversions.
• Product Knowledge: Stay informed on NextGen Automation’s IT solutions, industry trends, and competitors to effectively engage customers.

What We’re Looking For:

• Experience: 1+ years in inside sales, telemarketing, or customer service, preferably in IT or technology sales.
• Communication: Strong verbal and written communication skills with a friendly and persuasive approach.
• Resilience: Ability to handle objections, remain persistent, and thrive in a fast-paced environment.
• Tech-Savvy: Comfortable learning and discussing IT solutions with potential clients.
• CRM Proficiency: Experience with Salesforce, HubSpot, or similar CRM tools is an asset.
• Self-Motivated: A goal-oriented team player who takes initiative and works independently.

What We Offer:

• Competitive salary with performance-based incentives.
• Comprehensive training on IT products and sales techniques.
• Career growth opportunities within NextGen Automation.
• A supportive and collaborative team environment.

Join NextGen Automation and be part of a dynamic team driving IT sales success!

Customer Care Representative

Job Description

We are currently looking to fill a full-time position for a Customer Care Representative person in our Edmonton location. NextGen Automation includes a team of highly trained technical sales force as well as customer service team with strong product knowledge, technical aptitude, and a commitment to first-class customer service You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base.

Daily responsibilities will include the following:

• Manage large amounts of incoming phone calls. 
• Greet customers warmly and ascertain problem or reason for calling. 
• Build sustainable relationships and trust with customer accounts through open and interactive communication. 
• Provide prompt, accurate and courteous responses to customers. 
• Demonstrates ownership to resolve challenging issues, escalating when necessary. 
• Assist with scheduling client orders, equipment, and manpower. 
• Create and issue service invoices. 
• Provide outstanding technical support for customers. 
• View inquiries as opportunities to exceed customer expectations. 
• Respond to telephone and email inquiries from individuals utilizing our online software. 
• Follow up on customer requests to ensure complete handling of the caller’s inquiry. 
• Create cases for new features and solutions for our development team to implement.  
• Educate and provide training to customers on using various aspects of the software.  
• Working with other departments – service team leads and service manager. 

Qualifications and Skills Required:

• A passion for providing exceptional customer service.  
• Patience to able to stay calm in an intense environment. 
• Proven experience in conflict management.  
• Strong understanding of customer service best practices.  
• Proven aptitude to function within deadlines, while working both independently and as part of a team.  
• Strong attention to detail.  
• Professional and positive attitude. 

Additional Skills that would be an asset would include:

• Excellent communication skills (written and verbal). 
• Excellent documentation skills. 
• ·Ability to multitask. 
• Strong organizational skills. 
• Adaptability and flexibility to deal with different customers and needs in a brief period.  
• Leadership skills 

IT Support Engineer

Job Description

We are currently looking to fill a full-time position as a remote and onsite IT Support Engineer in Nanaimo, BC. The position facilitates the completion of customer support requests, projects, and technical alignment reviews. This position will manage the customer expectations throughout the process and strive to maintain high Customer Satisfaction levels. You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base.

Daily responsibilities will include the following:

• Manage customer tickets and communications - Provide remote support services to analyze and solve IT support requests. 
• Perform scheduled or reactive remote and onsite service calls. 
• Advise and train customers on how to use information technology. 
• Install customer IT hardware and software. 
• Provide regular ticket reviews and reporting to the Manager and VP as required. 
• Escalate major moves, adds, or changes to the Professional Services and vCIO. 
• Provide continuous feedback on recurring customer issues, customer dissatisfaction. 
• Recommend improvements on processes and documentation as required. 
• Maintain positive customer relationships and provide high-quality user experience.
• Keep documentation accurate and in good order. 
• Assist in the training, mentoring and development of staff and customers.
•  Perform general office duties as required and other appropriate tasks as assigned. 
• Adopt continuous learning and improvement processes in all aspects of the position. 
• Implement, participate, and promote Company Policies and Procedures. 
• Manage and Administer Microsoft 365 environments.

Qualifications and Skills Required:

• 2+ years previous experience in IT administration and/or technical support experience. 
• Strong knowledge of IT infrastructure, hardware, and software applications. 
• Experience and knowledge of Microsoft server and workstation operating systems. 
• Experience with networking technologies from SMB equipment to cloud networking. 
• Experience working with ticketing systems. 
• Strong communication (written and verbal) and interpersonal skills. 
• High level organizational, prioritisation, and multi-tasking skills. 
• Strong problem-solving skills and self-learning. 
• Show initiative when undertaking tasks. 
• Able to work well both within a team environment and autonomously.
• High degree of confidentiality, professionalism, and punctuality.
• Ability to take, interpret and follow instructions. 
• Customer service oriented with an ability to work with staff at all levels of the Company. 
• Committed towards undertaking duties efficiently with a strong attention to detail.
• Awareness of and ability to work in accordance with Company Policies and Procedures.

Note: This job description is not intended to be all-inclusive. You may perform other related duties as assigned to meet the ongoing needs of the organization.

We offer competitive compensation and benefits packages. Qualified candidates are encouraged to apply.

Job Types: Full-time, Permanent

Salary: $42,000.00-$75,000.00 per year

Benefits:

• ·Dental care
• Paid time off
• · RRSP match
• · Vision care
• · Work from home

• Schedule:
• · 8 hour shift
• · Monday to Friday
• Ability to commute/relocate:
• Edmonton, AB T6E 0G2: reliably commute or plan to relocate before starting work (preferred)

• Experience:
• · IT support: 1 year (preferred)
• Licence/Certification:
• · CompTIA A+ (preferred)
• · Drivers License (required)

Work Location: Hybrid remote in Edmonton, AB T6E 0G2