Technical Customer Service Representative

Description and Requirements

Specific Responsibilities May Include:

• Ensure excellent customer satisfaction and excellent customer service skills

• Assist users with general inquiries, product and technical support, service information, and order processing for a variety of products and services in a diverse technology environment via phone and email

• Respond appropriately to customer escalations

• Assist other technical support representatives with troubleshootings steps in order to resolve or properly close help tickets

• Manage an individual ticket queue

• Provide data driven solutions for updating knowledge base systems and process documentation as needed

• Proactively identify emerging and recurring issues and recommend solutions for those trends as needed

• Follow the directions of management and provide feedback

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

• Tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Minimum 2 years of interactive customer service experience

• Previous technical support experience preferred

• Technical Skills:

• Experience using WiFi enabled devices and products. You are a person others would consider technical savvy

• General understanding of mobile device connectivity

• General networking skills such as internet and ethernet connections, and proxy settings

• User and/or working experience with troubleshooting wireless services such as 3G, 4G, WiFi, SSO, and/or VPN

• Familiarity with process management such as plug-ins, extensions, and memory management

• Ability to troubleshoot and resolve customer concerns individually and in a team environment, while proactively looking for solutions and proposing improvements where needed

• Ability to learn new hardware and software quickly

• Passionate about consumer technology

• Excellent verbal, written, and interpersonal communication skills in English

• Ability to communicate clearly with simplicity, with a proper dose of empathy

• Ability to communicate technical information in non-technical terms

• Ability to display those communication skills through multiple channels of support (phone, email, and chat)

• Professional phone demeanor and effective use of active listening skills

• Excellent customer service skills, with the ability to build rapport and understand customer needs by asking appropriate probing questions

• Effectively problem solve by having resilience and tenacity with any negative customer interaction

• Ability to manage multiple tasks and priorities including good time management skills

• Proven success in complex work environments while utilizing multiple tools across different channels

• Hard-working and successful in a fast paced environment, with the ability to quickly adapt to change

• Strong punctuality and dependability

• Ability to self-manage and take ownership of assigned work

• Strong work ethic showcasing professionalism and the ability to work with diverse personalities

• Minimum typing speed of 30 WPM with excellent spelling and grammar

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week (subject to change based on business needs)

• High school diploma or equivalent

Preferred Experience, Skills, & Competencies:

• Google product knowledge & experience

• Experience with electrical and HVAC systems

• Experience with SQL queries

• Knowledge of machine learning techniques

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 passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

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

Additional Job Description

The Technical Support Representative (Tier 1) role will provide white glove customer care and technical product knowledge to customers of smart home products and services through a variety of support channels in a 24/7 contact center. Technical Support Representatives are expected to understand user needs and assist with general inquiries, product and technical support, service information, order processing. They are also expected to stay up-to-date on emerging and existing support trends.

Tier 1 team members will have the opportunity to move up to Tier 2, inclusive of a pay increase, based on individual performance and business needs at the discretion of management.

Note: This position is fully onsite. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.