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Job Title: Customer Service
Date Posted:
06/04/18 Ref. Number: 157
Type:
Full Time Part Time
Location: North York
Requirements:       Attributes: - Exceptional Customer Service skills. - Strong analytical, problem-solving skills and ability to multitask. - Excellent coordination and administration skills. - Superior oral, written and listening communication skills in English. - Ability to prioritize and control workload. -Ability to Talk AND Type while on calls • Strong active listening, comprehension and articulation skills. - Discretion with regards to security and confidentiality of information. Skills: - Basic Networking knowledge (i.e. Map network drives, IP Address). - Experience supporting LAN’s, VPN. - Basic Desktop/Laptop PC troubleshooting skills. - Basic knowledge of Active Directory and Group Policy. - Knowledgeable with MS Office Suite - Exchange/Outlook. - Knowledgeable with Windows 7 OS and Multiple Browsers (i.e. IE/Chrome/Firefox/Safari). - ITIL V3 Knowledge is an asset. - Knowledge of healthcare systems and procedures are an asset. - Good typing skills (at least 35-40wpm) and transcribing data with 100% accuracy
Description: - Provide timely and proficient first-level business and application support for our client's products and services. - Diagnose and troubleshoot incidents, resolve where possible and assign or escalate to appropriate groups or individuals. - Provide support for Client onboarding services such as Registration, Enrolment, and Rights administration to access Client products and services. - Process Consent Management Directive files necessary to facilitate appropriate access Client products and services. - Provide assistance and advice to external clients, users, and subscribers in the implementation and use of Client products and services. - Monitor all venues of Customer interactions (ITSM tool, email, telephone, voice-mail and self-serve portals) to ensure all incidents and requests are address in a timely manner. - Record, monitor, maintain and close incident and service request tickets, ensuring the completeness and accuracy of the information captured. - Ensure timely follow-up on outstanding tickets, escalations issues through departmental procedures when required. - Meet or exceed all Client’s Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards.
Hours per week: 9:00 am - 5:00 pm 40
Rate of Pay: $18.5/hour
Contact: Karolina Borysewicz
Telephone:
905-948-9996 Fax: 905-948-9920
Email: kborysewicz@jobskills.org


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