SmartHome Security - Client Representative, Technical Support - WFH - Multiple Locations
Calgary, AB, CA Vancouver, British Columbia, CA Toronto, ON, CA Fredericton, New Brunswick, CA St-Leonard, Quebec, CA Ottawa, ON, CA Halifax, Nova Scotia, CA Gatineau, Quebec, CA Moncton, New Brunswick, CA Dieppe, New Brunswick, CA Levis, Quebec, CA Edmonton, AB, CA Montreal, Quebec, CA
Do YOU share OUR real passion for:
Advocating for our customers’ needs and creating a personalized experience
Genuinely displaying humanity in every customer interaction
Being an exceptional communicator, listen, honest and clear
Getting things done by using each other’s unrivaled talents
Actively adapting to meet the changing needs of our customers
Position Overview:
The Customer Service Representative - Technical Support is responsible for all residential inbound phone calls consisting of technical troubleshooting and testing while focusing on first contact resolution and customer retention. At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honor our employees with an excellent compensation package with a wage starting a $18.50.
PLEASE NOTE: We are hiring work from home positions Canada wide for this position.
Responsibilities:
Handle incoming and outgoing calls from customers
Identify and resolve basic alarm system technical issues by identifying known causes by using the process of elimination
Provide clear and concise technical information to customers
Differentiate between product features and functionality in order to resolve customer inquiries
Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs
Educate and guide the customer through our web tool and educate them on self-serve options
Remember and apply various standard operating procedures
Navigating through various systems and tools
Ensure data entry related to customer requests and internal data and governance guidelines
Other duties as assigned
Required Skills & Abilities:
High School Diploma
1-2 years of relevant experience
Bilingual (French/English) is considered an asset
Ability to work within a team
Advanced written and verbal communication skills (French/English)
Able to clearly communicate technical information
Analytical skills and problem solving
Customer service oriented
Ability to work in a fast paced and structured environment
Ability to multitask
Qualifications
Required Skills & Abilities:
- High School Diploma
- 1-2 years of relevant experience
- Ability to work within a team
- Advanced written and verbal communication skills (French/English)
- Able to clearly communicate technical information
- Analytical skills and problem solving
- Customer service oriented
- Ability to work in a fast paced and structured environment
- Ability to multitask
- Must have key boarding and software knowledge
#LI-REMOTE