ABOUT THE MINERY:
The Minery Ltd.’s mission statement: The Minery Ltd. is on a quest to transform the way organizations manage and optimize performance. Our cutting-edge, fully integrated cloud-based Workplace Performance and Improvement Solution revolutionizes service, sales, and organizational results by being intentional and transparent. We strive to offer a full-service solution and partner with clients every step of the way. Join the revolution: Unearth your potential.

The Minery Ltd. has a set of values that drive us forward: We are genuine, drivers of excellence, and gurus of collaboration. We take initiative and have an eagle eye. Our workspace is “intentionally inviting,” which means we work hard to create a workplace and atmosphere that helps employees be the best they can be.

The employees of The Minery uphold a high standard of quality and customer service. The team works closely to ensure the client always receives the best service possible. Our success is dependent on our ability to collaborate with our customers and each other at every turn. We are direct and to the point to ensure our collaborative approach does not decrease our ability to deliver.

The Minery expects dedication and accountability from their employees, and we pride ourselves on giving young employees ownership of their projects. People who take initiative to make a difference will be very successful at The Minery.

POSITION SUMMARY:
The Quality Assurance and Support Assistant is a key member of The Minery Ltd.’s team and works on all projects in the company. They report to the Project Managers, however may also report to the Company President for specific projects.

The ability to deliver top-notch customer service is what The Minery thrives on, and this will be an important skill of the Quality Assurance and Support Assistant. This includes communicating in a professional, timely, and friendly manner.

The Quality Assurance and Support Assistant will learn how to work within the database and must have strong technical abilities.

Day-to-day activities vary widely and may include quality checking documents or the site, answering support tickets, uploading data to various platforms, preparing spreadsheets, updating content on the platform, and other activities as assigned by the Project Manager or Company President.

When hiring for a new position, The Minery believes that it is easiest to hire someone who is willing to learn, takes initiative, and is self-motivated and then train him or her in the specific responsibilities. If you have an aptitude with computer technology and a willingness to learn, send us your application!

SPECIFIC RESPONSIBILITIES:
Quality

• Champion the Quality Check process within the team.
• Co-ordinate with Support Team for Quality checking, including: requests, revisions, and ticketing process.

Support Tickets

• Work with Support Team to answer support tickets for multiple projects.
• Trend common themes and prepare monthly reports to share with Support Team.

Communication and Relationship Management

• Maintain excellent communication with other Minery employees and clients when needed.
• Manage the day-to-day quality management process within assigned projects.
• Collaborate with Support Team.
• Provide feedback at regular improvement meetings with team.

Database Support

• Learn all database tables and develop an understanding of their purpose.
• Work with Support Team to update database records as needed.
• Enter reports data into the database.

 
SKILLS & ASSETS:
Skills

• Customer Service: Able to communicate and deliver to customers in a timely manner.
• Technical Proficiency: High technical understanding and knowledge of HTML required.
• Microsoft Excel/Open Office Spreadsheet: Understand basic principles of data tables and how to use formulas in Excel.
• Relationship Management: Able to manage a positive relationship with customers and coworkers.
• Microsoft Office: Able to use Word, Excel, PowerPoint, Visio (Visio can be taught on-the-job)
• Initiative: Able to take initiative and find areas of opportunity.
• Organizational Skills: Organized and with an eagle eye for the details.

Assets

• Bilingualism: Able to speak/write French is an asset (to answer support tickets from French-speaking customers).
• Database Management: Experience working with MySQL databases is an asset.

 
EDUCATION & EXPERIENCE:
Education

• University or college degree, or equivalent.

Experience

• Must have experience delivering customer service.
• Must have experience and high proficiency with computer technology.