CSR, Contact Centre/Online Support Analyst (Clerk 3)
Competition # : 38974
Department: Service Nova Scotia and Internal Services
Location: HALIFAX
Type of Employment: Term
Union Status: NSGEU - NSPG
Closing Date: 6/9/2023 (Applications are accepted until 11:59 PM Atlantic Time)
About Us
At Service Nova Scotia, we impact every citizen, business and municipality and business in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence.
Service Nova Scotia’s vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business. To learn more about our Department, please click here.
About Our Opportunity
Reporting to a Contact Centre Customer Service Leader, the NS Online Support Analyst provides customer focused Tier 1 technical support service to the external end users of services available on NS Online in a manner that meets or exceeds the established Contact Centre quality and customer service standards. You will provide these services as a direct support provider over the telephone or in response to external client email enquiry. They are an active listener, able to empathize, understand and resolve problems using appropriate questioning techniques and take accountability for issue resolution from start to finish. The analyst professionally guides users through steps to resolve technical problems and issues while ensuing customer expectations are met while focusing on first call resolution.
Qualifications and Experience
To be successful in this role, you will have 4 years of related experience working in a client focused technical support service desk environment.
You will be flexible and adaptable to ever changing priorities, be able to work under pressure while maintaining a high attention to detail and maintain their knowledge of new and emerging technologies. Demonstrated prioritization skills, sound judgment, analytical skills to diagnose and resolve incidents/service requests, excellent communication (verbal and written) and interpersonal skills are required. Knowledge of current Microsoft Office suite of products is required.
The successful candidate must work cooperatively in a team setting. You must have the ability to diplomatically deal with members of the public and maintain confidentiality. The ability to analyze problems and provide solutions while working in a fast-paced environment is essential.
We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.
Equivalency
An equivalent combination of training, education and experience will be considered. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.
Equivalent experience and training include, but is not limited to:
- Completion of an Information Technology diploma with two (2) years of related experience; or
- Completion of an Information Technology Bachelors Degree.
Benefits
Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offering and eligibility criteria.
Working Conditions
Contact centre environment.
Additional Information
This is expected to be a TERM employment opportunity with an anticipated end date of May 24, 2024. The appointment status (‘term’, ‘temporary’ or ‘casual’) is dependent on the start date of the successful candidate.
What We Offer
- Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
- Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
- Countless career paths.
- Department Specific Flexible working schedules.
Pay Grade: CL 18
Salary Range: $1,675.62 - $1,874.80 Bi-Weekly
Employment Equity Statement:
Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.
This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:
Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.
External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.
Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.
