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

Req ID: 20676

Jobs by Category: Contact Centre

Job Function: Customer Care

Status: Full Time

Schedule: Regular

Description

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