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SmartHome Security - Client Representative, Technical Support - WFH - Multiple Locations

Location: 

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

Req ID:  26483
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular

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

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.