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Customer Service Representative - Jobs in Saint John, NB

Computer Generated Solutions, Inc. - Canada
Job LocationSaint John, NB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Customer Service Representative – Full time – Permanent PositionComputer Generated Solutions – Saint John, NBCorporate Profile:We provide custom learning solutions, channel partner enablement services and applications development. Since 1984, CGS has been delivering expert, cross-industry solutions across multiple platforms. To learn more about us, visit www.cgsinc.comJob Role:The Customer Service Representative provides support to internal and external clients on technical and product specific issues. May provide remote technical and application support to customers, by phone, email, chat and/or remote system access. Strong knowledge of product specialty as this role demands more technical inclination than typical 1st line support. Requires ability to discern/creatively troubleshoot client issues associated with enterprise application including custom client networks. Requires developing strong knowledge of complex product, and clear/concise communication/documentation to client questions relating to the application.Responsibilities:

  • Demonstrates solid knowledge of application, product, and services
  • Provides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and email
  • Strong analytical skills to identify origin/cause, initiate research and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)
  • Effectively communicates to internal and external clients and records concise documentation of cases
  • Working cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertise
  • Independently and in team environment, apply troubleshooting methodologies to drive escalated issues to closure
  • Delivers timely responses to business owners, stakeholders, and users on issue status and resolution
  • Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries
Qualifications:Minimum Experience:
  • 2 years of client-facing application support experience, including:
  • Troubleshooting product issues, and reporting issues via phone/e-mail/chat
  • Working cross-functionally to resolve technical, procedural, or operational issues
  • Working collaboratively with individuals at all levels of the organization
  • Executing to short and long-term plans
  • Training internal and external customers to mitigate recurring requests for help
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