Service Centre Analyst

4 weeks ago

Ottawa, Canada CBCRadio-Canada Full time

Job Family Client Services & Support

Primary Location Ottawa

Position Language Requirement Bilingual (English / French)

Language Skill Level (Reading)
- Language Skill Level (Writing)
- Language Skill Level (Speaking) 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 people that make stuff work. We make connections; between media content, systems, people and places. 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.

**This role requires full time on site presence.**

**Your role**

**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.
Strives to ensure excellent service standards and maintain high customer satisfaction.

**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.
- Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.
- Works on shift rotation as required by the centre to meet business demands.
- Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.
- Engages customers, remains positive and takes ownership of each interaction.

**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- Please note this is a temporary position.-
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.

Job Posting Date Aug 4, 2023, 10:07:02 AM

Unposting Date Aug 19, 2023, 1:59:00 AM

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