Service Centre Analyst – T & I
Radio-Canada
full-time
Posted on:
Location Type: Hybrid
Location: Ottawa • Canada
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About the role
- Act as a liaison, provide product or services information and resolve emerging requests or incidents for customers
- Manages customer interactions received by phone, email or other receiving channels
- Logs each interaction and subsequent liaisons into the ticketing system
- Provides accurate, valid and complete information using the right methods/tools
- Assigns tickets to appropriate support teams based on predefined procedures or through escalation
- Identifies and assesses customers’ needs to achieve satisfaction and build relationships
- Works on shift rotation as required by the Centre to meet business demands
- Engages customers, remains positive and takes ownership of each interaction
- On a rotational or temporary basis, may perform some coordination activities within the technology queue, such as maintenance of some job aides and analysis of problems, metrics, trends and reports for input.
Requirements
- Fluently bilingual (French and English)
- Graduation from a Community College
- Demonstrated customer service experience for a minimum of two years
- Customer Service Representative Certification
- Desktop Support Technician Certification
- Demonstrated phone contact handling skills and active listening
- Demonstrated familiarity with call routing and ticketing systems
- Demonstrated communication and presentation skills
- Demonstrated ability to multitask, prioritize, and manage time effectively
- Proven (exam) subject matter expertise and experience in one or more of the Technology service areas or basic Business functions included within the Technology functions listed below: Account & Access Administration, Software, Hardware & Printer Support, Telephony Support, Corporate Systems Support, Network Support.
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service experiencecall routingticketing systemsaccount administrationaccess administrationsoftware supporthardware supportprinter supporttelephony supportnetwork support
Soft Skills
active listeningcommunication skillspresentation skillsmultitaskingprioritizationtime managementcustomer engagementrelationship buildingownershippositive attitude
Certifications
Customer Service Representative CertificationDesktop Support Technician Certification