Customer Service Representative/Tech Support

Position Overview:

The Customer Service (CSR)/Technical Support (TSR) role will provide excellent customer service and technical support to customers through a variety of support channels in a 24/7 contact center. We are expected to understand user needs and assist with general inquiries, product support, service information, order processing, account management, billing inquiries and technical (Tier 1 & Tier 2) issues via multiple contact channels (phone/email/chat).

Specific Responsibilities May Include:

• Ensure excellent customer satisfaction and excellent customer service skills

• Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat)

• Respond appropriately to customer escalations

• Triage Support Queue for routing to Tier 2, Partner, or Department

• Work with other agents to resolve or properly close help tickets

• Manage an individual ticket queue

• Follow the directions of management and provide feedback

• Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues

• Demonstrate interpersonal skills and is able to provide empathy for customer’s situation

• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)

• Having ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Minimum two years of live customer service support experience in a contact center environment via multiple channels (phone/chat/email)

• Minimum 6 months of previous tech support and/or troubleshooting experience

• Demonstrated ability to satisfy customer needs

• Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously)

• Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms

• Strong analytical, problem solving and general troubleshooting skills

• Capable of passing a nationwide criminal background check

Preferred Experience, Skills & Competencies:

• Wireless telecommunication industry, mobile device knowledge & experience

• Google product knowledge & experience

• 2yr/4yr college graduate or 4yr-degree-in-progress

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity

• We have a passion for growth

• We believe in spirited teamwork

• We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Job Type: Full-time

Salary: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location