CGI Looking for Client Support / Service Desk (bilingual) at Moncton, NB Full Time

Position Description

Are?you?passionate about?providing?exceptional?customer?service??Motivated by helping others?

If you have a high attention to detail, are happy to provide a hospitable customer experience by phone and email, and show patience and professionalism; we would be interested in talking to you!

Our ideal candidate is providing a premium customer experience, supporting end-users seeking assistance and password resets as well as coordinating with team members to resolve issues in a timely and efficient manner. Contact types include fax, mail, email and inbound calls with members taking on average 10-12 calls / day.

CGI Members

At CGI, all employees are called members because they feel a powerful sense of ownership and accountability. Members at CGI are building their own company – in 100+ offices worldwide. CGI has the global resources, expertise, stability and dedicated professionals needed to achieve results for clients – and for members; that’s why an astounding 90 percent of them are CGI shareholders.

When we hire you, we want you to stay! We want our members to succeed! That’s why we pay well and we provide an exceptional work environment where you will learn, grow and develop new skills to maximize your potential.

Role and Responsibilities

• First point of contact for customers seeking assistance and/or password resets
• Working with multiple internet-based applications
• Create and assign tickets in our help-desk tool
• Escalate unresolved issues to the appropriate team members
• Work as a team to adhere to and improve internal processes
• Participate in meetings and career progression
• Various duties, projects and responsibilities assigned relating to the role
• Able to work a variety of shifts during operating hours (Monday to Friday 8am – 12pm AST)

Preferred Experience and Skills

• Excellent customer service skills
• Excellent communication skills (written, verbal and interpersonal)
• Strong team orientation with a high level of enthusiasm
• Self-motivated with a good sense of responsibilities
• Able to multitask and work confidently with minimal supervision
• Minimum of 2+ years customer service experience
• Experience in a contact center or help desk environment troubleshooting or providing support is considered an asset
• Experience working independently and autonomously in a virtual/remote environment is considered an asset

Required Qualifications to be Successful in this Role

• Must be fluently bilingual (English & French)
• You like helping people – this is non-negotiable
• Aptitude for troubleshooting and providing support
• Computer multitasking; ability to work with multiple internet applications
• Proficient in use of MS Office (ie.MS Word, Excel)

LI-NB5

Home Office / Remote Work Requirements

• Private work area that’s secure, quiet and distraction free
• Reliable home internet
• Equipment required for the role will be provided (ie. Laptop, monitor and headset).

Education

• Community college diploma and/or equivalent relevant work experience

What’s In It for You?

• Customizable medical and health coverage from day one
• Basic life insurance, disability and wellness credits
• Employee Share Purchase Plan
• Paid statutory holidays
• Minimum 3 weeks of vacation (pro-rated to start date, based on work experience)
• Employee development plan for career growth
• Personable management, job stability, and a positive work environment
• Join our small but driven team; a work family of great people!

Think You Are the Right Fit for Our Team?

• Follow the steps to apply!
• Only successful candidates will be contacted

Recruitment Process

COVID-19 has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Service Desk members are required to provide services in both official languages therefore there will be some questions during the interview in both English and French.

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

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.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Your future duties and responsibilities

Required qualifications to be successful in this role