Booking Operations Coordinator

Position Purpose

What We Offer: We understand the importance of flexibility, inclusivity, strong peer-to-peer and mentorship relationships, learning & development, opportunities for career advancement, addressing employee concerns and acting on feedback to improve the day-to-day. That’s what you’ll get as an employee of Info-Tech Research Group.

What Info-Tech Does: We’re a Research & Advisory firm that provides expertise & guidance to businesses in the world of technology and technology services. We conduct and publish research, deliver client (a.k.a. Members) advisory calls, topic-based workshops, training programs, and conferences around the world, among many other services.

Role Summary: This role is part of a team managing in-bound written requests that help match clients and potential clients with the right research and services to meet their needs.  In this role, you’ll evaluate incoming internal requests, reference our published content, seek support from our in-house subject matter experts as needed, and provide relevant answers that will assist Sales in booking clients into experiences. You’ll also fulfill operational tasks needed to help complete some of our client bookings.

Please note that this is a full-time, contract opportunity.

What you will do, includes, but not limited to:

Central Intake & Case Management

• Follow established processes and SLAs to manage our Call Booking Query (CBQ) intake queue
• Review central inbox and address requests in a timely manner.
• Monitor ticket volumes and flag spikes or issues to the Lead as needed.
• Ensure CBQ cases in our Customer Relationship Management (CRM) software are updated regularly and closed as soon as the request is resolved.

Request Triage

• Interpret requests and for any tier 1 asks, provide the appropriate product or service to the Requestor.
• Ensure the appropriate people are aware of any tier 2 complex/time sensitive inquiries, scheduling, and resourcing that require their action.

Booking Support & Operations

• Coordinate with internal topic Experts (a.k.a. Analysts) and Requestors to support the scheduling of desired services.
• As needed, use Info-Tech’s CRM system to send out meeting invitations to Research & Advisory Analysts and Members for agreed upon call dates/times.
• Carry-out any assigned administrative tasks required by established processes and workflows, which may include, but not limited to, preparing client engagement documents outlining scope of service delivery.

What you’ll need, includes, but not limited to:

Must Haves

• College diploma/university degree or 5 years equivalent work experience is a must.
• Demonstrated experience working in role(s) requiring management & prioritization of time sensitive customer requests is critical.
• Hands-on experience fulfilling in-bound requests in a structured, customer-service type of environment is necessary.
• Inclusivity
• Strong written and verbal communication skills
• Knowledge Application, Problem Solving, Use of Logical Judgment, & Decision Making
• Flexibility, adaptability, and ability to learn quickly

• Work Hours Requirements: Flexibility is necessary and occasional after-hours availability may be required to service varied time zones and to address time sensitive requests as business needs require. 

Additional Valued Experience, Knowledge, Attributes

• Working familiarity of SalesForce, another CRM platform and/or customer support desk software is highly desirable.
• Understanding of Tech Industry/Information Technology terminology and/or working in an IT department/technology company would be an asset.
• Familiarity with subscription-based memberships and service delivery is a bonus.
• Organization and Coordination
• Stakeholder Management
• Team-oriented and skilled in working within a collaborative environment
• Highly self-motivated and directed
• Keen attention to detail
• Managing Through Change & Uncertainty
• Dynamic Learning Mindset

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. 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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