CTG Jobs

With over 45 years of experience, CTG excels at providing exceptional career opportunities for IT professionals in higher-growth industries.

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CTG Service Specialist in ON, California

Title: Service Specialist

Location: CA-ON-North York

Job Number: 19205189

CTG is currently recruiting for a Service Specialist position in Toronto, ON.

Position: Service Specialist

Location: Toronto, ON

Compensation: $ 17.50 / hour

Duration: On-going contract. Full time: 37.5 h/week

Hours: Monday-Friday: 7 AM - 7 PM (8h/day rotating shifts).

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

Description:

  • The incumbent will be part of a growing team within the Canadian Delivery Organization (CDO) in Canada. In order to maximize time availability of field Technical Service Representatives (TSR) for on-site, CDO introduced the Resolve Now! team. This team consists of dedicated Remote Service Specialists (RSS) that perform remote support on a full time basis by taking inbound calls from customers.

  • The Resolve Now! Team utilizes skills, experience, technology and knowledge to rapidly address and resolve issues in the support process.

  • The incumbent will be accountable for the diagnosis and repair of equipment hardware and software problems over the phone. The individual will have a strong technical aptitude as well as the ability to sell the program to the customer, and driven to meet team & individual target goals.

  • Incumbent is responsible for directing unresolved escalations to the most cost effective and efficient route to fix a specific issue. The incumbent will ensure issues are resolved as effectively as possible and will balance time, materials, and customer satisfaction.

Scope:

  • Frequently interfaces within functional area (TSR teams, Technical Support Team and Level 2 teams) as well as with management in the area supported.

  • Utilizes knowledge bases, technical information sources and past printer hardware work experience, to guide work.

Primary Responsibilities:

  • Part of a growing team sharing responsibilities for reducing field service visits and increasing machine up time for customers.

  • Strong communications skills, verbal and written. Can clearly communicate technical content to non-technical individuals

  • Meet or exceed RSS Key Performance Indicators.

  • Diagnose and resolve technical issues remotely using partner systems

  • Use a variety of tools in the troubleshooting process, for example; call logs, knowledge management databases, using available device data to identify underlying problems, device diagnostic apps.

  • Follow outlined processes and appropriate use of systems while still finding ways to streamline day-to-day support of customers.

  • Manage calls to resolve issues in accordance with customer SLA agreement in order to manage customer relations and optimize customer satisfaction.

  • Represent the Company to customers in a professional manner

  • Provide timely & appropriate escalation of technical problems as specified in the "escalation-procedure" in order to minimize the downtime of machines.

Candidate Skills:

  • Strong & clear communication skills (written and oral) to effectively work with customers and employees.

  • Strong Customer Service Skills (Active Listening, Problem Resolution)

  • Skilled in the use of diagnostic tools and experienced with troubleshooting over the phone.

  • Ability to interact professionally and courteously with customers on the phone.

  • Proven technical understanding of the relevant partner products.

  • Experience and/or understanding in troubleshooting hardware and software issues.

  • Competency with PCs and standard PC applications: Outlook, Internet Explorer and Microsoft Office.

  • Proficient typing skills (30 words/min).

  • Ability to conceptualize the customers’ issues as part of the problem solving process where lab or virtual systems are not available.

  • Ability to logically examine and interpret information from different sources to develop a course of action.

  • Possesses a strong customer focus, with a commitment towards delivering results.

  • Results oriented with an excellent record of success.

  • Must pass any qualifications needed legally for the role in the geography supported.

  • Previous networking and call center experience - an asset.

Education:

Minimum: GED / High School Diploma, Secondary School GCSE, or equivalent.

Preferred: Technical Diploma or certificates, Associate Degree / College Diploma /Cegep / A Levels.

Qualifications:

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 is an equal opportunity employer. We intend to give fair and equal consideration and treatment to all employees and applicants for employment regardless of race, religion, colour, national origin, sex, age, disability, marital status, sexual orientation, or any other discriminatory factor recognized by applicable human rights law.

In addition, CTG reasonably accommodates the mental or physical disabilities of all applicants and employees, except where such accommodation imposes an undue hardship on our organization or our clients' activities.


CTG (NASDAQ: CTG) fournit des services et des solutions de technoligie informatique spécificques à l’industrie qui répondent aux besoins et aux défis des clients dans les industries à forte croissance en Amérique du Nord et en Europe de l'Ouest. Le CTG fournit également des services de dotation stratégiques pour les grandes entreprises technologiques et les grandes sociétés. Soutenu par plus de 50 années d'expérience et de méthodologies exclusives, le CTG a fait ses preuves pour fournir de façon fiable des services et des solutions de dotation de haute valeur, spécifiques à l’industrie, à ses clients. Le CTG a des opérations en Amérique du Nord, en Europe occidentale et en Inde.

Le plus grand atout du CTG est son peuple, et en tant que tel, nous nous engageons à fournir aux employés des programmes et des processus pour soutenir leur rendement, perfectionner leurs qualifications, et avancer dans leur carrière. Cet engagement est reflété par CTG étant nommé le meilleur endroit pour travailler dans la compagnie de santé par les Soins de santé modernes (2013-2016) en Amérique du Nord, et un meilleur milieu de travail au Royaume-Uni (2013), en Belgique (depuis 2007), et au Luxembourg (depuis 2011).

CTG est un employeur souscrivant au principe de l'égalité d'accès à l’emploi. Nous avons l'intention de donner une considération et un traitement équitables et égaux à tous les employés et aux demandeurs d'emploi, quelle que soit la race, la religion, la couleur, l'origine nationale, le sexe, l'âge, la déficience physique ou mentale, l'état matrimonial, l'orientation sexuelle ou tout autre facteur discriminatoire reconnus par la loi relative aux droits de l’homme applicable.

De plus, le CTG s'adapte raisonnablement aux déficiences mentales ou physiques de tous les demandeurs et employés, sauf si ces arrangements imposent une contrainte indue à notre organisation ou aux activités de nos clients.

Job: Information Technology

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