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Technical Support Client Representative - WFH - Multiple Locations PT and FT

Location: 

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

Req ID:  26683
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

 

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

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.