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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 Client Support (Bilingual) in Saint John, New Brunswick

Client Support (Bilingual)

Saint John, New Brunswick, Canada

Information Technology

Aug 07, 2019Post Date

19205717Requisition #

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CTG is currently recruiting for aClient Support (Bilingual) positioninSaint John, NB.

Position: Client Support (Bilingual: French-English)

Location: Saint John, NB

Compensation: $ 16.00/ hour

Duration: On-goingcontract. Fulltime:37.5h/week

Hours: Monday-Friday:8am -8pm(7.5h/day - weekly rotation shifts)

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

Essential Functions

This position provides service and solutions support for our Global Contact Center West. This position includes offering:technical trouble shootingto 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, video, chat, emails and or electronic service requests (tickets) from customers, the Company employees and / or 3rd Party employees and monitor the customer’s 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.

This role will provide:

• Exceptional customer service to our customers and clients.

• Provide remote technical support for Technical and consumable Services

• Ensure quality by following the 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:

• Superior customer service and professional telephone skills.

• Strong organization and problem-solving skills.

• Ability to prioritize and manage multiple applications an asset

• Effective communicationFrench-English(oral, written) and interpersonal skills

• Strong written and verbal communication is key

• Creative and highly self-motivated (self-starter)

• High sense of urgency, in a high paced professional work environment

• Proficient use of personal computers and applications knowledge: MS Office Suite, Internet Navigation, Email/Outlook, Networking

• Strong Team Player; works effectively in a team environment

• Ability to work under minimal supervision in high pressure situations

EXPERIENCE:

Preferred:2-yearsrelated work experience is an asset.

EDUCATION: Minimum: High school diploma /GED. Preferred: Post-Secondary Education.


CTG recrute actuellement unSupport aux clients (Bilingue)àSaint John,NB.

Position: Support aux clients (Bilingue)

Lieu: Saint John, NB

Durée: Contratrécurrent. Temps plein : 37.5h/semaine

Salaire: 16.00 $/ heure

Horaires : Lundi à vendredi8AM –9PM (7.5h/jour, l’emploi à rotation hebdomadaire)

FONCTIONS ESSENTIELLES:

• Fournir un excellent service à la clientèle.

• Résoudre le matériel client; Problèmes de logiciel et de réseau au premier contact à l’aide de plusieurs systèmes et outils logiciels.

• Vendre de façon proactive les avantages dudiagnostic techniqueet de la résolution des problèmes par téléphone.

• Résolvez les escalades entrantes du client grâce à une négociation efficace et faites remonter les problèmes urgents à l’équipe appropriée si nécessaire.

• Résolvez les problèmes lors du premier appel et engagez les groupes du 2e niveau, le cas échéant.

• Activer les résolutions de première visite sur le terrain en exécutant le diagnostic complet des problèmes.

• Aptitude à exécuter des processus propres aux principaux clients du compte pour s’assurer que les contrats de niveau de service sont respectés.

• Fournir des commentaires sur les politiques et les processus pour améliorer continuellement l’expérience client.

• S’engager dans l’apprentissage continu en utilisant l’apprentissage en ligne par exigence d’entreprise selon les dictées par la société.

• Maintenir la connaissance des produits.

• Atteindre et dépasser les objectifs de rendement.

• Représenter la société auprès des clients de manière professionnelle et éthique.

QUALIFICATIONS:compétences supérieures de service à la clientèle.

Expérience PC/MAC/Networking. Aptitude à démontrer de fortes compétences de résolution de problèmes.

Aptitude à communiquer efficacement, à la fois verbale et écrite.

Haut niveau de réussite et d’auto-motivation.

Capacité à fournir des résultats indépendamment et en tant que partie d’une équipe.

Aptitude à démontrer une forte priorité organisationnelle et des compétences en gestion du temps.

EXPERIENCE: Expérience de service à la clientèle. Connaissance du réseautage, applications PC l’expérience MAC est un atout, mais pas une exigence car la formation est fournie.

ÉDUCATION: minimum:DÉS/ Diplôme d’Études secondaires, avec une expérience technique/commerciale connexe.

Préférence: enseignement postsecondaire dans un domaine technique.

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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