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Technical Support Representative

Location: 

St Laurent, Quebec, CA Montreal, Quebec, CA

Req ID:  29133
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

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.

 

By joining our teams, you will benefit:

 

  • An excellent compensation package, including benefits and starting salary of $ 27.87 per hour
  • A campus-style learning environment, with paid training programs
  • Complete, full-time training paid by TELUS from 9 to 10 weeks
  • Work-life balance with flexible hours
  • Access to many employee discounts (personal cell phone, accessories, Koodo products and services, SHS by TELUS and TELUS, etc.)
  • Ergonomic equipment and computer peripherals (when applicable)
  • Defined benefit pension plan
  • Appointments by medical teleconsultation
  • Possibility of joining a group RRSP

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

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.