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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 Product Support Specialist (BILINGUAL) in Saint John, New Brunswick

Product Support Specialist (BILINGUAL)

Saint John, New Brunswick, Canada

Information Technology

Oct 18, 2019Post Date

19209237Requisition #

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CTG is currently recruiting for a Product Support Specialist Bilingual (French-English) in Saint John, NB.

Position: Bilingual Product Support Specialist

Location: Saint John, NB

Compensation: $ 16 / hour

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

Hours: 9 AM – 6 PM (7.5h/day, rotating shifts)

Version française suit ci-après

ESSENTIAL FUNCTIONS

  • Provide Excellent Customer Service.

  • Solve Customer Hardware; Software and Networking problems at first contact using multiple Systems and Software Tools.

  • Proactively sell the benefits of diagnosing and resolving issues over the telephone.

  • Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary.

  • Resolve issues on the first call and engage 2nd Level groups as appropriate.

  • Enable first visit Resolutions in the Field by executing Full Problem Diagnosis.

  • Ability to Execute Processes unique to Major Account Customers to ensure Service Level Agreements are met.

  • Provide feedback on Policies and Processes to continuously improve the Customer experience.

  • Engage in continuous Learning utilizing online learning per business requirement as dictated by the Company.

  • Maintain Product Knowledge.

  • Meet and Exceed Performance Targets.

  • Represent the Company to Customers in a Professional and Ethical manner.

SKILLS

  • Superior Customer Service Skills. PC/MAC/Networking Experience.

  • Ability to Demonstrate Strong Problem Solving Skills.

  • Ability to Communicate Effectively, both verbal and written.

  • High level of achievement and self-motivation.

  • Ability to Deliver Results Independently and as a part of a Team.

  • Ability to Demonstrate Strong Organizational Priority and Time Management Skills.

EXPERIENCE: Customer Service Experience. Knowledge of Networking, PC Applications MAC Experience is an asset, but not a requirement as training is provided.

EDUCATION: Minimum: GED / High School Education with related Technical/Business experience. Preferred: Post-Secondary Education in a Technical Field.


CTG recrute actuellement un Spécialiste-produits (Bilingue) à Saint John, NB.

Position: Spécialiste-produits (Bilingue)

Lieu: Saint John, NB

Durée: Contrat récurrent. Temps plein : 37.5h/semaine

Salaire: 17.50 $ / heure

Horaires : 9 AM – 6 PM (7.5h/jour, 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 du diagnostic et 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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