Infraction Review Technician

BENEFITS AND COMPENSATION:

• Benefits:
• Computer equipment provided.
• No sales or solicitation.
• 37.5 hours per week, Monday to Friday.
• Dynamic work environment and great team.
• Paid training.
• Quick onboarding.
• Compensation
• Starting salary: $19-$21 per hour (CAD)
• Two paid sick days (after 3 months of employment)
• Two weeks of vacation
• RRSP program (available after 6 months of employment)
• Paid holidays
• Group insurance (available after 3 months).

PRIMARY DUTIES:

The Infraction Review Technician is a role supporting parking enforcement throughout Canada.

PRIMARY TASKS AND RESPONSIBILITIES:

• Analyze, verify, and process electronic parking violations quickly and efficiently.
• Validate parking session details, including entry, violation, and exit timestamps, as well as vehicle photo flows and other relevant information.
• Data entry.
• Navigate through multiple databases simultaneously.
• Remotely identify and report technical errors with software.
• Provide assistance and report issues related to parking camera obstructions, adjustments, focusing, etc.
• Assist and carry out special projects as requested by a direct supervisor or team leader.
• Assists with hardware asset management, when applicable.
• Process hardware shipping and receiving, when applicable
• Assist and carry out special projects as requested by a direct supervisor or team leader.
• Other duties as assigned.

COMPENTENCIES:

• Strong, clear and effective English & French written and verbal communication skills
• Attention to detail and accuracy.
• Demonstrated record of providing strong customer service in a multi-tasking environment.
• Exceptional time management and multitasking abilities.
• Remaining positive and persistent in the face of challenges.
• Ability to cope with stressful situations and maintain a calm and professional demeanor
• Good organizational skills
• Ability to adapt to evolving environments
• Ability to work in a team.
• Flexible, reliable and trustworthy.
• Time management skills to multitask and adhere to SLAs.
• Ability to meet tight deadlines, learn new tasks, and work quickly and efficiently.
• Good problem-solving skills
• Basic proficiency of operating systems and infrastructure, networking basics, software, and applications.
• Ability to quickly learn new technologies
• Ability to lift and move boxes and materials weighing up to 50 pounds

REQUIRED EDUCATION & EXPERIENCE:

• High school diploma or equivalent
• Webex Contact Center Platform, preferred
• Customer Service: 1 year, preferred
• User experience with Salesforce preferred, or other relevant CRM or ITSM Ticketing tools

TECHNICAL REQUIREMENTS:

• Webex Contact Center (WXCC), preferred
• Salesforce (preferred) or other relevant CRM or Ticketing software
• Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint
• Parking Enforcement Software, a plus

LANGUAGE SKILLS: Fluency in French and English (oral and written). New Era Customers are more than 80% English-speaking.

WORK ENVIRONMENT: This role will be performed on-site.

EXPECTED HOURS OF WORK: Typically, standard business hours Monday through Friday 8:00AM – 4:00PM.

TRAVEL: No