Client Support / Service Desk (bilingual)

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/outbound calls. Your future duties and responsibilities: 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 – 12am AST) Required qualifications to be successful in this role: • 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 assetRequired 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) Home Office / Hybrid Work Requirements• CGI has a hybrid work environment, where members work from home some days and from the office other days.• Home office must include a private work area that’s secure, quiet and distraction free and have reliable internet.• Equipment required for the role will be provided (i.e.. Laptop, monitor and headset).Education• Community college diploma and/or equivalent relevant work experience#LI-NB5 Skills: Customer Service & Support