Service Centre Analyst; T & I; Telework​/Hybrid

Position Title

Service Centre Analyst (T & I) (Telework/Hybrid)

Temporary Long-Term (Fixed Term)

English, French

English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced)

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

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Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between.

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

The Service Centre analyst will act as a liaison, provide product or services information and resolve any emerging requests or incidents for customers, including employees, contractors, pensioners or vendors of the corporation.

The analyst is patient, empathetic, and passionately communicative and can put themselves in their customers’ shoes and advocate for them when necessary. The analyst is problem solving and they are confident at troubleshooting, analyzing or escalating if they don’t have enough information to resolve the problem.

Strives to ensure excellent service standards and maintain high customer satisfaction.

• Manages customer interactions received by phone, email or other receiving channels.
• Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.
• Provides accurate, valid and complete information by using the right methods/tools.
• Assigns tickets to appropriate support teams based on predefined procedures or through escalation to a subject matter expert, senior support analyst or team leads.
• Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.
• Works on shift rotation as required by the Centre to meet business demands.
• Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.
• Engages customers, remains positive and takes ownership of each interaction.

• Coordination of incoming queue interactions.
• Maintenance of some job aides.
• Analysis of problems, metrics, trends and reports for input.

• Interpersonal skills.
• Communication skills - verbal and written.
• Listening skills.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Data collection and ordering.
• Customer service.
• Adaptability.
• Initiative.
• Stress tolerance.

• Fluently bilingual (French and English).
• Graduation from a Community College.
• Demonstrated customer service…