Business Help Desk Specialist I - Customer Service & Operations
Telus
Montreal, QC, CA
23d ago

Join our team

Here’s the impact you’ll make and what we’ll accomplish together

Working in a call center environment, you will be responsible to directly interact with TELUS clients in a professional manner, in order to facilitate and satisfy customer requirements and enhance TELUS' business position.

Here’s how

  • Responsible for providing world-class technical and non-technical support in a call centre environment to our customers
  • Interpret customer requirements and communicate solutions to our customers
  • Ensure excellent customer service by communicating with the internal team on behalf of the customer, and / or ensure an appropriate transfer to the responsible department when required
  • Interact with both internal and external clients in a multi-tiered environment
  • Identify customer requirements; initiate and / or update systems
  • Keep updated on current network information and perform call tracking
  • Liaise with Business Partners and internal support for system and / or partner service outages
  • Qualifications

    You’re the missing piece of the puzzle

  • Strong problem solving and troubleshooting skills allowing you to efficiently and effectively identify problems and apply appropriate solutions
  • Working knowledge of the Internet & Internet technological / industry trends
  • Working knowledge of personal computers, software, email and operating systems
  • Technical knowledge of data / IP products and services
  • Bilingual (English & French) is required
  • Familiarity with trouble reporting systems
  • Information Technology (IT), Wireless & Audio / Video conferencing knowledge or work experience would be an asset
  • Technical knowledge of voice products and services
  • Superior customer service and communications ,oral and written skills, with ability to adapt styles to the situation and context
  • Strong problem-solving and trouble-shooting skills
  • Proven capacity to 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
  • 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, nights, weekends and statutory holiday) in a 24 / 7 work environment
  • Must be able to attend 100% of training to be considered for the position (4 weeks)
  • Who is TELUS? We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada.

  • Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses;
  • and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected.

    Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    Do you share our passion? At TELUS, you create future friendly® possibilities. At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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