Service Centre Analyst - Ottawa, Canada - CBC/Radio-Canada
Description
Job Family Client Services & SupportPrimary Location Ottawa
Position Language Requirement Bilingual (English / French)
Language Skill Level (Reading) C
Language Skill Level (Writing) B
Language Skill Level (Speaking) C
Status of Employment Temporary
Work schedule(s) Full-time
Work at CBC/Radio-Canada
Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.
Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructures (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada.
We are the space in between.- A place with purpose._ CBC/Radio-Canada has always been a highly-regarded pioneer of media technology.
Not just in Canada, but around the world. Today, we're transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. T&I is the team making it happen.Your role
Please note that this mandate is temporary for a period of six months.
Customer Focus
- The Service Centre analyst will act as a liaison, provide product or services information and resolve any emerging requests or incidents for customers, including employees, contractors, pensioners or vendors of the corporation.
- The analyst is patient, empathetic, and passionately communicative and can put themselves in their customers' shoes and advocate for them when necessary. The analyst is problem solving and they are confident at troubleshooting, analyzing or escalating if they don't have enough information to resolve the problem.
Key Responsibilities:
- Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.
- Provides accurate, valid and complete information by using the right methods/tools.
On a rotational or temporary basis (additional remuneration), may perform some coordination activities within the technology queue, such as:
- Coordination of incoming queue interactions-
- Maintenance of some job aides-
- Analysis of problems, metrics, trends and reports for input
Key Competencies: - Interpersonal skills-
- Communication skills
- verbal and written-
- Listening skills-
- Problem analysis and problem-solving-
- Attention to detail and accuracy-
- Data collection and ordering-
- Customer service-
- Adaptability-
- Initiative-
- Stress tolerance
Education and Experience Requirements - mandatory:
- 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-
- Account & Access Administration-
- Software, Hardware & Printer Support-
- Telephony Support-
- Corporate Systems Support-
- Network Support-
- Other new or related services as required
- You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.
Unposting Date Apr 6, 2023, 10:59:00 PM
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