Description
Position Description:
Ready to join an outstanding community of professionals who are committed to diversity and inclusion, corporate social responsibility and encourages its members to learn, grow, and chart an exciting career?
CGI is more than just an IT company. Be part of a team that supports the local community and has the ability draw on global outstanding talent. Benefits include a share purchase program, profit sharing, wellness credits, training and development programs, and flexible work schedules. Become part of an outstanding culture that gives you the freedom to innovate, to make decisions, to achieve your full potential, and to chart your own career!
We are seeking a reliable professional to join our eHealth Contact Centre team as a Level 1 Contact Centre Agent providing support to Albertans using the desktop and mobile application, MyHealth Records. In this multifaceted role, you will support users by phone or through an online support portal to deliver a high level of customer support.
Your future duties and responsibilities:
• Provide Level 1 user support by responding to, diagnosing and resolving customer issues or questions, raised over the phone or an online service portal through fast, efficient and friendly customer service
• Use existing process and procedure documentation to help solve issues
• When unable to resolve on first contact, advance unresolved inquiries by clearly articulating customer issues and collaborate with a variety of Level 2 teams and third party service providers, monitor for status and communicate the resolution back to the client
• Resolve problems with or without remote tools
• Clearly document all inquiries and cases using the existing case management system
• Provide status updates to users when requested, or as required by service level measures
• Enter all resolution steps into the case management tool
• Understand service level requirements, in order to manage time and workload to meet predetermined service levels
• Assist in peer agent training, create reports, and update documentation
Required qualifications to be successful in this role:
• 1-3 years of experience in customer service in a call centre environment or applicable work experience
• Be proficient with telephony system, email, CRM and other applications to support tier 1 responsibilities
• Ability to stay up to date on current and revised tier 1 processes, documentation and application functionality
• Excellent verbal and written communication skills
• Ability to work independently and within a team structure
• Support and assist peers and team as needed (ie. Troubleshooting cases, answering questions, mentoring, etc.)
• Customer service preferred with the ability to handle difficult callers and problem solve various issues
• Experience in Internet Explorer, Google Chrome, Firefox and other modern browsers
• Clear, eloquent speaking voice, excellent phone etiquette
• Available to work within regular business hours Monday to Friday 8:00am-4:30pm MST
• Above average knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
• Excellent troubleshooting and analysis skills with attention to detail
• Strong computer skills, ability to multitask and balance multiple priorities, good time management skills
• Must be reliable and punctual, bring positive energy, enjoy being a problem solver and helping others
• Outstanding interpersonal skills; a self-starter
• Great teammate, energetic, enthusiastic, eager to learn and grow
• Able to work in a fast paced, dynamic environment
#LI-AP1
Skills:
- Customer Service & Support
- Telephony
What you can expect from us:
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Come join our team—one of the largest IT and business consulting services firms in the world.
