Service Centre Analyst (T & I) (TeleworkHybrid)

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Work at CBC/Radio-Canada

At CBC/Radio-Canada we create content that informs entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values which include creativity integrity inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting ever-changing industry Whether it be in front of the camera on air online or behind the scenes you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

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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 & Infrastructure (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 were transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

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 dont have enough information to resolve the problem.

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

Key Responsibilities:

• Manages customer interactions received by phone email or other receiving channels.
• 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.
• Assigns tickets to appropriate support teams based on predefined procedures or through escalation to a subject matter expert senior support analyst or team leads.
• 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.

We are looking for a candidate with the following:

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.

Proven (exam) subject matter expertise and experience in one or more of the Technology service areas or basic Business functions included within the Technology functions listed below:

• Account & Access Administration.
• Software Hardware & Printer Support.
• Telephony Support.
• Corporate Systems Support.
• Network Support.
• Other new or related services as required.

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest but only candidates selected for an interview will be contacted.

As part of our recruitment process candidates who advance to the next

step will be asked to complete a background check. This includes:

• A mandatory Criminal record check.

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our countrys diversity. Thats because we can only create and tell the stories that connect Canadians by having a workforce that mirrors the ever-changing makeup of our country. Thats why we as an employer value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued but also extend to and pervade all the services we provide as Canadas public broadcaster. For more information visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process please inform us as soon as possible by sending an e-mail to .

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 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.

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