Bilingual Client Support Analyst

Description

TELUS Business Solutions is the leading national provider of technology solutions for multi-suite customers. This managed Wi-Fi solution serves multi-suite customers, such as: hospitality, seniors living, dormitories, and multi-family rental units. Our team enables exceptional guest experiences with innovative technologies, high-quality design and installation, and 24/7 bilingual service & support. This role is remote, so can be done from home.

Here's the impact you'll make and what we'll accomplish together

You’ll be responsible for directly interacting with TELUS Business customers via phone, email and instant messaging to address questions, resolve technical issues, and deliver an exceptional customer experience.

• Diagnose root causes and engage the correct technical teams internally to resolve
• Deliver world-class service by communicating with internal stakeholders on behalf of the customer, and/or ensure an appropriate transfer to the responsible department when required
• Interact with both internal and external customers in a multi-tiered environment
• Identify customer requirements; initiate and/or update systems
• Inform customers of ongoing incidents and requests
• Communicate current network information and perform request & incident tracking

If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative and dynamic environment, then please read on!

What's in it for YOU?

TELUS offers you best-in-class training to start, employee share purchase plans, service discounts and more. You will have the chance to build a long-term career with a leading-edge team that strongly believes in giving back to the communities in which we work, live and serve.

Qualifications

You're the missing piece of the puzzle

• Superior oral and written communications skills
• Strong critical thinking, problem-solving and troubleshooting skills
• Proven capacity to quickly learn and share information with others
• Ability to work with a minimum of supervision and be team-oriented
• Ability to work in a fast-paced environment and effectively manage multiple tasks
• Must maintain a high degree of accuracy and attention to detail
• Bilingual (English and French) is required
• Familiarity with Wi-Fi networking hardware and/or software

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