Virtual Assistant
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Job Description
Virtual Assistant managing customer support, service jobs, warranties, and documentation for a Pacific clean-energy and utilities provider. Using Zendesk, Workflow Max, SharePoint, and related systems.
Responsibilities:
- Act as the first point of contact for incoming service, parts, and support enquiries through email and online channels
- Log, assign, and monitor customer support requests through Zendesk
- Ensure customer enquiries are acknowledged and assigned within agreed service levels
- Escalate unresolved issues according to the escalation matrix
- Support customer communications and provide updates as directed by the Service Coordinator
- Create and maintain service jobs within Workflow Max and associated systems
- Support scheduling activities by ensuring job information is accurate and complete
- Process service job completion documentation and prepare jobs for invoicing
- Coordinate travel and accommodation requirements for Service Team personnel
- Maintain service records, compliance documents, and customer information
- Process parts sales for rental
- Perform 365 service administration
- Chase job closure and keep work in progress clean
- Coordinate collection and filing of warranty documentation in vehicle records in SharePoint
- Track warranty claims through completion and recovery
- Maintain warranty records and reporting
- Administer the Zendesk ticketing platform
- Monitor ticket response and closure times
- Maintain service process documentation and procedural records
- Support continuous improvement of service administration processes
- Maintain SharePoint libraries and technical document repositories
- Ensure accurate filing and version control of technical and service documentation
- Support reporting and KPI tracking for the Aftersales team
- Attend online daily huddles, monthly Service Team meetings, and project-specific meetings as required
- Comply with the Organization's Information Security Management System (ISMS)
Requirements:
- 3+ years in a service administrative role
- Previous experience in a motor or mechanic-related work environment is an advantage
- Strong organizational and documentation skills
- Experience working with cloud-based systems and the ability to follow processes
- Experience with Workflow Max, Zendesk, Unleashed, and SharePoint is preferred
- Good numerical, verbal, and written communication skills
- Excellent general computer skills with the ability to learn new systems quickly
- Ability to work independently and manage multiple tasks simultaneously
- Strong administrative and data entry skills with high attention to detail
- Accuracy with invoices, job cards, timesheets, and claims
- Ability to plan around deadlines including month-end, claim windows, and invoice runs
- Adaptability to daily departmental needs
- Polished and professional written communication
- Ability to comply with the Organization's Information Security Management System (ISMS), including applicable information security policies, procedures, standards, and guidelines
Benefits:
- Highly competitive salary – paid weekly
- HMO enrollment on commencement
- Additional HMO dependents added each year of service
- 20 vacation days per year; 7 sick days
- Annual performance bonuses and incentives
- Annual salary reviews and increases
- Free cooked rice, snacks and hot drinks
- Company polo shirts provided
- Fantastic, bright and cheerful open-plan work environment
- Prestigious clients and highly professional and friendly co-workers
- Work from home or the office – you choose
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