CTG has an immediate opening for a Level 1 Technical Support Analyst. This is a fulltime position with CTG.
Interact with client's customers via phone and email in a professional manner.
Quickly and accurately document caller's contact information, demographics, and nature of problem in JitBit ticketing system.
Respond to tickets and answer calls within a timely manner.
Serve as the liaison to customer's 2nd level management team and address any issues or concerns raised by the customer
Review tickets created by other CTG agents for quality purposes
Raise any concerns to CTG Client Support Manager that can not be be resolved
Provide reliable and ontime job performance making sure adequate staffing exists to answer all client's calls within contracted Servcie Level Agreements (SLAs).
Handle multiple clients, as required
REQUIRED SKILLS (primary and nice-to-have): (Required means that the client only wants to see candidates who have these skills).
Familiar with Avaya Phone system and JitBit preferred but not required.
2-3 years previous customer contact center experience required.
Bi-lingual (English and Spanish preferred.
Written and verbal skills to relay problems to tier 2 support and management.
User-centric, team-first mindset, time management, reliable and organized.
Excellent interpersonal skills-able to communicate effectively with employees and executives; High degree of patience with people and processes.
Ability to prioritize and multitask to accomplish objectives in an organized fashion.
Work hard & smart-never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team.
Primary communication in English with good command of Spanish
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
* Job Function: Helpdesk & Technical Support
* Education Level: Bachelor's Degree (?16 years)
* Work Remote: Yes
* Travel: No Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst