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Customer Service Representative

Customer Service Representative

Job Description

Customer Service Representative

Job Description:

These individuals will be handling IT, dispatch, and general customer service calls. They will be supporting multiple different clients.

The Service Desk Technical Support Representative is responsible for direct support of users contacting the Service Desk for assistance with either Service Requests or Incidents as defined in the Incident Management Process and in accordance with the Service Desk Procedures.

Responsibilities
• Receive calls and emails from end users and create Incident tickets, logging all pertinent Information.
• Provides initial assessment of categorization and prioritization for reported Incidents and
Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents are properly escalated and assigned to appropriate
support groups
• Provides communication to end users concerning the status of Incidents, Service Requests,
and Changes
• Compiles data through Incident entry that will be used for management information and
reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Attend and receive all required training

Key Skills and Competencies
• Strong analytical skills balanced with effective communication and excellent customer
Service skills

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 68,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


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Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Entry Level, Admin - Clerical, Consultant, Professional Services
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Consulting, Computer Hardware, Computer Software, Telecommunications
Required Travel Not Specified
Job ID J0214-1554
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Customer Service Representative


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