CTG Technical Support in Saint John, New Brunswick
Saint John, New Brunswick, Canada
Jan 17, 2020Post Date
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CTG is looking for a Technical Support position in Saint John, NB
Position: Technical Support
Location: Saint John, NB
Compensation: $15.00 / hour.
Duration: On-going contract. Full time: 37.5 h/week
Hours: Monday- Friday Rotational 9am-9pm
This position is responsible for the achievement of best in class Customer Satisfaction results and Remote Solutions Performance for a wide array of products and supported software solutions.
Provide technical support directly to Customers (Internal & External)
Provide an Excellent Customer Experience
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 via Telephone, Video Conferencing and 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
Provide feedback on Policies and Procedures to continuously improve Customer experience
Maintain product knowledge
Meet and exceed performance targets
Bilingual (French and/or Spanish) is an asset
1-2 years of related experience preferred
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
CTG (NASDAQ: CTG) has developed a reputation for responsiveness and reliability - traits that our clients say set us apart - since our founding in 1966. As one team, we create and deliver information and technology solutions that make our clients more successful and cultivate a workplace that attracts and develops the best people. Our vision is to be an indispensable partner to our clients and the preferred career destination for information and technology experts. CTG has operations in North America, Western Europe, and India and regularly posts news and other important information online at www.ctg.com.
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.
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 and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.
Job Function: Helpdesk & Technical Support
Education Level: Associate's Degree/College Diploma (±13 years)
Work Remote: No