Tier 2 Customer Service Representative in Knoxville, Tennessee

Tier 2 Customer Service Representative

Category: Business Consulting, Strategy and Digital Transformation

Main location: , Tennessee, Knoxville

Position ID: J0325-0302

Employment Type: Full Time

CGI USA – Knoxville and CGI: Creating jobs, growing communities (https://youtu.be/yXeBvHV4RJI)

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Position Description:

We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide advanced support to our clients, resolving complex issues and ensuring a high level of customer satisfaction. This role requires strong technical skills, excellent communication abilities, and a commitment to delivering exceptional service.

This position is located in Knoxville, TN. . However, a hybrid working model is acceptable.

Your future duties and responsibilities:

Provide advanced functional and technical support to clients via phone, email, and chat.

Troubleshoot and resolve complex customer issues in a timely and efficient manner.

Escalate unresolved issues to Tier 3 support or other appropriate teams as necessary.

Document all customer interactions and issue resolutions in the helpdesk ticketing system.

Collaborate with Tier 1 support representatives to ensure seamless service delivery.

Maintain up-to-date knowledge of company products, services, and support policies.

Assist in the development and implementation of support documentation and training materials.

Participate in ongoing training and professional development opportunities.

Participate in rotation to provide 24/7 support.

Required qualifications to be successful in this role:

High school diploma or equivalent

Minimum of 2 years of experience in a customer service or technical support role.

Strong technical troubleshooting skills and the ability to learn new technologies quickly.

Excellent verbal and written communication skills.

Ability to work independently and as part of a team.

Strong organizational skills and attention to detail.

Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred

Experience with cloud infrastructure based IT-systems, preference for Google Cloud, Kubernentes

Experience with DevSecOps concepts and practices

Excellent troubleshooting and problem-solving skills.

Strong communication and interpersonal skills.

Ability to work independently and as part of a team.

Desired qualifications/non-essential skills required:

associate or bachelor’s degree in a related field preferred.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $42,000.00 – $83,800.00.

CGI Federal’s benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation

• Comprehensive insurance options

• Matching contributions through the 401(k) plan and the share purchase plan

• Paid time off for vacation, holidays, and sick time

• Paid parental leave

• Learning opportunities and tuition assistance

• Wellness and Well-being programs

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Skills:

• Call/Contact handling

• Consumer Services

• Diagnostics & Resolution

• Process coordination

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.