Offers “CGI”

Expires soon CGI

MyHealth Records Contact Centre Agent

  • Edmonton, Canada
  • Administration

Job description

Job Description

MyHealth Records Contact Centre Agent

Position Description
We are seeking energetic and reliable professionals to join our Contact Centre team as a Tier 1 Support Agent providing support to Albertans using a new desktop and mobile-aware application.

As a Tier 1 agent, you will be required to support users by phone or through an online support portal and meet contractual service levels by providing a high level of customer support. Using existing process and procedure documentation you will be expected to resolve the majority of user issues on the first call. When that is not possible, you will be required to clearly articulate user issues and interface with a variety of second level teams and third party service providers, monitor for status and communicate the resolution back to the user. The inquiries you will receive will be varied and complex requiring a wide range of technical knowledge and interpersonal skills to diagnose and resolve issues. You may also be required to assist with managing escalated customer issues, assist with training, create reports and update process and procedure documentation as required.

Your future duties and responsibilities
• Provide 1st Level user support by responding to, diagnosing and resolving customer issues or questions, raised over the phone or an online service portal, through fast, efficient and friendly customer service.

• When unable to resolve on first contact, escalate unresolved inquiries by clearly articulating customer issues and interface with a variety of second level teams and third party service providers, monitor for status and communicate the resolution back to the client.

• Resolve problems with or without remote tools.

• Clearly document all inquiries and cases using the existing case management system.

• Provide status updates to users when requested, or as required by service level measures.

• Enter all troubleshooting/resolution steps into case management tool as required.

• Understand service level requirements, in order to manage time and workload to meet predetermined all service levels.

• When requested, assist in peer agent training, create reports, and update process and procedure documentation.

Required qualifications to be successful in this role
• 1-3 years of experience in customer service in a call centre or applicable work experience

• Good knowledge of multiple hardware platforms (PC, Tablet, Smart Phones)

• Good knowledge of multiple software platforms (Windows, Apple iOS, Android)

• Experience in ticketing systems or case management

• Experience using Microsoft Dynamics is preferred, but not essential

Skills:

• Experience in Internet Explorer, Google Chrome, Firefox and other modern browsers

• Clear, articulate speaking voice, excellent phone etiquette

• Be able to accept early, mid-day and evening shifts

• Above average knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

• Excellent troubleshooting and analysis skills with attention to detail

• Strong computer skills, ability to multitask and balance multiple priorities, good time management skills

• Must be reliable and punctual, bring a positive attitude, enjoy being a problem solver and helping others

• Superior people skills; be a self-starter

• Team player, energetic, enthusiastic, eager to learn and grow

• Able to work in a fast paced, dynamic environment

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Skills

·  Diagnostics & Resolution
·  Telephony

Reference

637497

Make every future a success.
  • Job directory
  • Business directory