Technology Analyst II (Bilingual)

Description

Join our team

We work with the best of the best in the industry, with a focus on providing solutions that transform the way that businesses, people and things connect to one another. To achieve this, we use a world-class approach that puts our customers first and integrates solutions, processes and expertise from all sectors.

We are a leader in the Canadian Internet of Things marketplace. We draw on our expertise and deep understanding of this area to achieve exceptional results for our customers and the communities we live in. Driven by the diversity and unique strengths of our partners and acquisitions, we are expanding our leadership in the industry by offering powerful and integrated connectivity solutions to our customers and the Canadian public, all through the world's fastest network.

Here’s what you will do

As a member of our extraordinary TELUS Care team, you will work with partners and teams responsible for driving the growth of TELUS transport solutions in the marketplace. You will provide superior technical support and care services to our customers utilizing software as a service (SaaS) solutions. You will liaise with customers by telephone, email, and remote utilities to resolve issues in accordance to service level agreements. You will triage and prioritize tickets and escalate accordingly. You will frequently collaborate with the product teams and project managers to resolve issues. You will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence.

We are actively seeking a Technical Analyst II to join our team on a full-time basis to support our client base. This is what you can look forward to in a typical day or week:

• Provide bilingual (English/French) telephone, email and remote customer support for multiple TELUS products
• Provide guidance during equipment installation and commissioning
• Maintain accurate records of customer information in ticket system to track customer history and report reoccurring problems
• Take lead role in diagnosing and resolving software and hardware issues of a technical nature; working with staff, clients and vendors as appropriate
• Contribute to new product development and QA testing
• Assist with development of product documentation and training materials, train customers on software and hardware via webinars
• The work schedule will consist of 8-hour shifts scheduled between the hours of 7 am and 7 pm, Monday to Friday
• Participate in after-hours on-call rotation

Qualifications

You're the missing piece of the puzzle

You are likely in a similar position today and have many of the traits, skills and experience points below:

• Excellent communication skills in both English & French, verbal & written
• Post-secondary technical diploma/certification
• Background in IT/Networking
• Knowledge of basic electrical systems
• Ability to work equally well independently and within a team environment
• Analytical approach to resolving issues
• Excellent communication skills, with ability to relay technical information to a non-technical audience
• Comfortable with public speaking and writing
• Strong networking and interpersonal skills, highly customer-focused and be able to lead conference calls with authority
• Experience in leveraging AI tools and technologies to support daily work tasks and improve efficiency
• Demonstrated ability to provide Incident Management support and resolution in a timely manner
• Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)

Great-to-haves

We are especially excited to connect with people who have experience with any of the following:

• Experience with software development
• Basic understanding of cellular and/or satellite communications
• Prior use of service desk/trouble ticket management software
• Familiarity with data acquisition systems
• Undergraduate degree (Applied Science, Computer Science, IT and Networking)
• Background and/or past work experience in telecommunications, data centre, network, corporate security, or systems operations areas will be beneficial during the recovery of an incident
• Experience using analytic and reporting tools (e.g. Jira, confluence etc.) and the ability to understand complex data as well as providing meaningful insight to others
• Commended for your self-motivation, decision-making and conflict management skills
• Distinguished for your exceptional written and verbal communication skills along with an ability to work under minimal supervision

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.