Specific Responsibilities May Include:

• Ensure excellent customer satisfaction and excellent customer service skills

• Assist users with general inquiries, product and technical support, service information, and order processing for a variety of products and services in a diverse technology environment via phone and email

• Respond appropriately to customer escalations

• Assist other technical support representatives with troubleshootings steps in order to resolve or properly close help tickets

• Manage an individual ticket queue

• Provide data driven solutions for updating knowledge base systems and process documentation as needed

• Proactively identify emerging and recurring issues and recommend solutions for those trends as needed

• Follow the directions of management and provide feedback

• Maintain a good understanding of customer’s needs and how to diagnose and fix their issues

• Tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Minimum 2 years of interactive customer service experience

• Previous technical support experience preferred

• Technical Skills:

• Experience using WiFi enabled devices and products. You are a person others would consider technical savvy 

• General understanding of mobile device connectivity

• General networking skills such as internet and ethernet connections, and proxy settings

• User and/or working experience with troubleshooting wireless services such as 3G, 4G, WiFi, SSO, and/or VPN

• Familiarity with process management such as plug-ins, extensions, and memory management

• Ability to troubleshoot and resolve customer concerns individually and in a team environment, while proactively looking for solutions and proposing improvements where needed

• Ability to learn new hardware and software quickly

• Passionate about consumer technology 

• Excellent verbal, written, and interpersonal communication skills in English 

• Ability to communicate clearly with simplicity, with a proper dose of empathy

• Ability to communicate technical information in non-technical terms

• Ability to display those communication skills through multiple channels of support (phone, email, and chat)

• Professional phone demeanor and effective use of active listening skills

• Excellent customer service skills, with the ability to build rapport and understand customer needs by asking appropriate probing questions

• Effectively problem solve by having resilience and tenacity with any negative customer interaction

• Ability to manage multiple tasks and priorities including good time management skills

• Proven success in complex work environments while utilizing multiple tools across different channels

• Hard-working and successful in a fast paced environment, with the ability to quickly adapt to change

• Strong punctuality and dependability

• Ability to self-manage and take ownership of assigned work

• Strong work ethic showcasing professionalism and the ability to work with diverse personalities 

• Minimum typing speed of 30 WPM with excellent spelling and grammar

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week (subject to change based on business needs)

• High school diploma or equivalent

Preferred Experience, Skills, & Competencies:

• Google product knowledge & experience

• Experience with electrical and HVAC systems

• Experience with SQL queries

• Knowledge of machine learning techniques

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.