CTG Product Support Specialist in Saint John, New Brunswick
Product Support Specialist
Saint John, New Brunswick, Canada
Sep 25, 2019Post Date
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CTG is currently recruiting for aProduct Support Specialistposition inSaint John,NB.
Position: Product Support Specialist (French/Spanish– asset)
Location: Saint John, NB
Duration: On-going contract. Full time: 37.5 h/week
Hours: Monday-Friday 8:30 AM – 5 PM (7.5h/day).
This position is responsible for the achievement of best in class Customer Satisfaction results andRemote Solutions Performance for a wide array of the Company’s products and supported software solutions.
The Digital Support Expert provides technical support directly to Customers (Internal & External); they are the gateway to Engineering to resolve and enhance product performance.
The DSE is critical in the Support Cycle by proactively selling the benefits of remote troubleshooting via Telephone, Video Conferencing and Web Chat. When a Remote Solution is not possible, responsibilities will extend to diagnosing the issue, determining the Customer’s entitlement status prior to placing an onsite service call or escalating.
This position requires superior Customer Support Skills that include Empathy and Urgency as well asadvanced Technical Skills & Aptitude to solve complex technical problems.
✓Provide an Excellent Customer Experience
✓Solve Customer Hardware, Software and Networking problems at first contact using multipleSystems and Software Tools
✓Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencingand Web Chat
✓Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to
appropriate team as necessary
✓Enable first visit resolution in the field by executing full problem diagnosis
✓Resolve issues on the first call and engage escalated groups as appropriate
✓Contribute to knowledge systems to enhance solutions provided to customers
✓Interchange among a variety of systems and technologies
✓Provide feedback on Policies and Procedures to continuously improve Customer experience
✓Maintain product knowledge
✓Meet and exceed performance targets
✓Represent the Company to Customers in a Professional and Ethical manner
✓Bilingualism (French and/or Spanish) is an asset
✓Demonstrated Superior Customer Service Skills
✓Experience using Social Media technologies (Skype, Facetime, Google Duo)
✓Experience with Apple and Android devices to support video conferencing
✓Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server
platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP, VPN, Unix, MAC
✓Solid Problem-Solving Skills
✓Ability to communicate effectively – listening, written & verbal
✓Ability to deliver results independently and as a part of a team
✓Strong Organizational, Prioritization & Time Management Skills
✓Critical thinking and decision making
✓Ability to multitask effectively with attention to detail
✓High level of achievement and self-motivation
EDUCATION: Minimum: GED/ High School Diploma. Preferred: Associate’s / CollegeDegree
EXPERIENCE: Minimum: 1-2 years of related experience preferred
If interested, please send your updated CV in WORD format to: email@example.com
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.
Job Function: Customer Support
Education Level: Technical Diploma (±12 years)
Work Remote: No