Technical Support Client Representative - WFH - Multiple Locations PT and FT
Moncton, New Brunswick, CA Winnipeg, MB, CA Ottawa, ON, CA Saint John, New Brunswick, CA Ville Saint-Laurent, Quebec, CA Vancouver, British Columbia, CA Mississauga, ON, CA Edmonton, AB, CA Gatineau, Quebec, CA Montreal, Quebec, CA Dieppe, New Brunswick, CA Fredericton, New Brunswick, CA St-Leonard, Quebec, CA Laval, Quebec, CA Yellowknife, Northwest Territories, CA Saskatoon, SK, CA St Catharines, ON, CA Halifax, Nova Scotia, CA Sherbrooke, Quebec, CA Kitchener, ON, 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
Qualifications
Required Skills & Abilities:
- High School Diploma
- 1-2 years of relevant experience
- Bilingual is considered an asset for this position
- 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
#LIREMOTE