TELUS Hiring for Business Help Desk at Saint-Laurent, QC Full Time

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

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)

Qualifications

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

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Experience:

• Technical Support Occupations: 1 year (preferred)

Expected start date: 2022-05-30