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Business Help Desk Specialist I

Location: 

St Laurent, Quebec, CA Scarborough, ON, CA Moncton, New Brunswick, CA Toronto, ON, CA

Req ID:  27260
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Join our team
 

 

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

Working in a fast-paced Omni-Channel contact center environment, you will be responsible to directly interact with TELUS business customers in a professional manner, in order to facilitate and satisfy their requirements and enhance TELUS' business position. Supporting our current & next generation business products and technologies, our team is dedicated to offering world-class services to all our customers.
 

Our culture supports a collaborative learning-based environment supported by pay-for-performance and work-life flexibility. In our contact center, there are positions that offer the possibility of becoming an At Home Agent (AHA).
 

The TELUS At Home Agent (AHA) Program is a cutting edge and extremely important component of TELUS’ contact center strategy. By being a top performer, you have the opportunity to apply to join the At Home Program. Rather than working from a central office location, an AHA is able to seamlessly work from a dedicated office space within their homes, using all the same tools as their in-office counterparts.
 

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!
 
 

Here’s how:
 

  • You will be responsible for providing world-class customer service in a Omni-Channel providing world class to our customers, via Voice, Chat, Email & Web based interactions
  • You will interpret their business requirements and communicate solutions to our customers
  • You will ensure 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
  • Keep customers informed of ongoing incidents and requests
  • Keep updated on current network information and perform request & incident tracking
  • Liaise with Business Partners and internal support for system and/or partner service outages
  • This position pays a starting wage of $22.88 hourly
     

Qualifications

 

These are the Skills YOU Bring:

 

  • Strong problem solving and troubleshooting skills allowing you to efficiently and effectively identify problems and apply appropriate solutions
  • Industry knowledge of the Internet, Mobility, IT, Cloud and other emerging technological trends
  • Technical knowledge of IT, IP Data Networking, Analog & IP voice, Internet of Things (IOT) and Business Security product and services
  • Working knowledge of personal computers, software, email and operating systems
  • Bilingual (English and French) is required
  • Familiarity with industry based client relationship or trouble reporting systems (ie: Salesforce, ServiceNow, Remedy)

 

You're the missing piece of the puzzle
 

  • Superior customer service and communications, oral and written skills, with ability to adapt styles to the situation and context
  • 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
  • Strong keyboarding skills
  • Ability to work in a fast paced environment and effectively manage multiple tasks
  • Must maintain a high degree of accuracy and attention to detail
  • Ability to effectively compile and analyze data and make sound recommendations

 
 

Great-to-haves:


 

  • Experience in direct front-line customer support is an asset
  • Additional Requirements:
  • Reliability and regular attendance is essential
  • Must be able to work in a measured and monitored environment
  • Ability to work efficiently in an environment with limited ability to move about

 
 

Shift Requirements:


 

  • Must be willing to work various shifts as assigned (includes evenings, nights, weekends and statutory holiday) in a 24/7 work environment
  • You must be able to attend 100% of training to be considered for the position (5-6 weeks)

 
 

Where we are located:


 

  • We are centralized in the Ville St-Laurent area in close proximity to public transit and major highways (corner highway 13 & 40) 
  • We offer free on-site parking 
  • We offer charging stations for electric vehicles

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.