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Customer Service Representative - Saint John, NB #350776

Company: CTG

Date: 09/13/2019

Category: Computer / IT Services

City: Saint John, NB

Customer Service Representative


Saint John, New Brunswick, Canada


New


Information Technology


10 hours agoPost Date


19208519Requisition #


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CTG is currently recruiting for aCustomer Service RepresentativeinSaint John,NB.


Position: Customer Service Representative


Location: Saint John, NB


Compensation: $ 16.00/ hr.


Duration: On-goingcontract. Full time37.5h/week


Hours: Monday-Friday8AM –8PM (7.5h/day; weekly rotational shifts).


If interested – please send your CV in WORD format to: youri.zakharov.ctg.com


Role Overview:


This position provides service and solutions support for our Global Services Major Accounts. This position includes offering:technical troubleshootingto help solve the customer’s equipment issues, escalations to 2nd level technical support, dispatching field service technicians for the Company and 3rd party equipment, supplies ordering, general inquires and follow-up or customer care calls on the customer’s original inquiries.


The CSR will answer incoming calls, emails and or electronic service requests (tickets) from customers, employees and / or 3rd Party employees and monitor the customers’equipment remotely, using the Office Suite (XOS) of tools. The position acts as the front line for the field operations (first point of contact) in any escalations and the CSR will manage those in association with the onsite Support Staff.


ESSENTIAL FUNCTIONS:


  • Answer calls, emails and electronic service requests (or tickets) in a friendly and professional manner. Perform technical troubleshooting to resolve customer issues.


  • Ensure quality by following call and system processes.


  • Establish and maintain good customer relations with both internal and external customers.


  • Diffuse difficult customer situations.


  • Focus on providing tiered remote customer service solutions at many levels using a database of solutions to reference.


  • Record, track and monitor problem resolution.


  • Input and/or update documented information in a computerized database (Service Manager-XSM).


  • Order supplies and track (if required) utilizing the web based tools provided.


  • Manage 3rd party equipment and supplies.


    SKILLS:


  • Ability to demonstrate strong organizational and problem solving skills.


  • Ability to prioritize and manage multiple applications.


  • Ability to demonstrate strong interpersonal and effective written & verbal communication skills.


  • Ability to demonstrate a high amount of creativity and self-motivation.


  • Demonstrate a high sense of urgency while in a high paced, professional work environment.


  • Ability to demonstrate superior customer service and professional telephone skills.


  • Able to demonstrate proficiency in use of personal computers and applications knowledge: MS Office Suite, Internet Navigation, Email/Outlook, Networking.


  • Demonstrate ability to be a strong team player & work effectively in a team environment.


  • Ability to work under minimal supervision in high pressure situations.


    EXPERIENCE:2-years’related work experience an asset.


           Technical troubleshootingexperience an asset. 

    EDUCATION: Minimum –GED/ High School Diploma.


           Preferred - Post Secondary Education.

CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.


CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).


CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.


CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.


Additional Information


  • Job Function: Customer Support


  • Education Level: High School Diploma/GED (±11 years)


  • Work Remote: No


  • Travel: No

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