Spécialiste, Centre d'assistance I
St Laurent, Quebec, CA
Description
About TELUS
TELUS is a great place to work. You can see it in our team members. The diversity of the TELUS team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative internet, voice, data and wireless products and solutions we offer.
Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding. Join our team and make your future friendly too.
Working in an established world-class contact centre that offers excellence in post-sales support for TELUS products and services, you will provide world-class technical and non-technical support in a call centre environment to our customers. You will also interpret customer requirements and communicate solutions, while ensuring excellent customer service by communication with the internal team, and/or ensure and appropriate transfer to the responsible department when required.
Our culture supports a learning-based environment supported by pay-for-performance and a personal life balance.
Qualifications
Essential Qualifications:
- A related post-secondary education or equivalent experience
- Experience and/or knowledge of a customer service environment
- Excellent customer service and problem-solving skills
- Bilingual (English/French), mandatory for locations in Quebec
- A positive, friendly attitude with the willingness and ability to sell
- An understanding of the sales process
- Ability to learn and share information with others
Required Knowledge:
- Strong problem solving and troubleshooting skills allowing you to efficiently and effectively identify problems and apply appropriate solutions
- Working knowledge of Mobile phones, Wireless Internet devices, M2M / IOT Internet technologies and high-speed Internet connectivity and technological/industry trends
- Working knowledge of personal computers, email and operating systems
- Technical knowledge of voice and messaging products and services
- Technical knowledge of mobile Operating Systems such as IOS, Android, Blackberry and etc
- Ability to explain billing to the highest degree
- Familiarity with trouble reporting systems
Required Skills & Abilities:
- Superior customer service and communications oral, and written skills, with ability to adapt styles to the situation and context
- Strong problem-solving and troubleshooting skills
- Proven capacity to learn and share information with others
- Ability to work independently with a minimum of supervision
- 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
Required Experience:
- Experience in direct front-line customer support or service, preferably in a technical or operating systems support role (minimum of one year)
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
- Must be willing to work various shifts as assigned (includes evenings, weekends and statutory holiday) 24/7 work environment
- The successful candidate for our Business Helpdesk Specialist must meet all applicable testing requirements