About Company
Telus Communications, a subsidiary of Telus Corporation, is a dynamic and leading telecommunications company recognized for its commitment to putting customers first, leveraging innovative technology, and fostering a culture of giving back. While headquartered in Canada, our global reach extends through Telus International, providing exceptional service and connectivity worldwide. At Telus, we believe in the power of connection – connecting people to information, to entertainment, and to each other. Our team members are the heart of our operations, driving our success through their dedication, expertise, and passion for excellence. We offer a vibrant work environment where you can develop your skills, advance your career, and make a real impact on millions of lives every day. Join a team that’s redefining the future of connectivity and customer experience, contributing to a company celebrated for its ethical practices and community involvement.
Job Description
Are you passionate about technology and helping people? Do you thrive in a fast-paced, customer-centric environment where every day brings new challenges and opportunities to learn? Telus Communications is seeking enthusiastic and customer-focused individuals to join our technical support team in Enos Park, Springfield. This is an immediate hiring opportunity for a Full-Time Technical Support Representative, designed for individuals ready to embark on a rewarding career path with a global leader in telecommunications.
In this critical on-site role, you will be the first point of contact for our valued customers, providing exceptional technical assistance and troubleshooting for a wide range of services including internet, television, and mobile. You will utilize your problem-solving skills to diagnose and resolve technical issues efficiently, ensuring a seamless and positive experience for our customers. We are looking for individuals who are not only technically inclined but also possess outstanding communication skills and a genuine desire to help. You will guide customers through various solutions, from basic setup inquiries to complex network diagnostics, all while maintaining a calm, patient, and professional demeanor. Your ability to translate technical jargon into understandable terms will be key to customer satisfaction.
This position offers comprehensive training from day one, continuous learning opportunities to keep you at the forefront of technology, and a clear path for career advancement within Telus. We believe in investing in our people, providing the tools and support needed to succeed. If you are looking for a company that values innovation, fosters an inclusive environment where diversity is celebrated, and is dedicated to making a difference in the community, then Telus is the place for you. Come be a part of our winning team and help us connect the world, one customer at a time. Your journey to a fulfilling career starts here!
Key Responsibilities
- Provide first-line technical support to customers via phone, chat, and email for Telus's internet, TV, and mobile services.
- Diagnose and troubleshoot technical issues, including connectivity problems, service outages, device configurations, and application errors.
- Guide customers through step-by-step solutions, clearly explaining technical concepts in an easy-to-understand manner.
- Document all customer interactions, technical issues, and resolutions accurately in the customer relationship management (CRM) system.
- Escalate complex issues to senior technical support or specialized teams when necessary, ensuring proper follow-up.
- Educate customers on product features, self-service options, and best practices to optimize their service experience.
- Maintain a high level of customer satisfaction by delivering polite, empathetic, and effective support.
- Stay up-to-date with Telus products, services, and technological advancements through ongoing training and self-study.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Contribute to a positive and collaborative team environment, sharing knowledge and best practices.
Required Skills
- Strong verbal and written communication skills in English.
- Excellent problem-solving and analytical abilities.
- Basic understanding of computer networks (Wi-Fi, Ethernet, routers) and common operating systems (Windows, macOS, Android, iOS).
- Proficiency in navigating and troubleshooting various software applications.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- Customer service orientation with a patient, empathetic, and professional approach.
- Ability to multitask and manage time efficiently while maintaining attention to detail.
Preferred Qualifications
- Previous experience (6+ months) in a technical support or customer service role.
- Familiarity with telecommunications products and services (e.g., DSL, Fiber, IPTV, Mobile networks).
- Associate's degree or certification in a technology-related field (e.g., IT, Networking).
- Experience with CRM software and remote diagnostic tools.
- Bilingualism (e.g., Spanish, French) is considered an asset.
Perks & Benefits
- Competitive hourly wage and performance-based incentives.
- Comprehensive health, dental, and vision insurance for you and your family.
- Paid time off, including vacation, sick leave, and company-recognized holidays.
- Employee discounts on Telus products and services, including internet, TV, and mobile plans.
- Extensive paid training and continuous professional development programs.
- Opportunities for career growth and internal advancement within a global organization.
- A supportive, inclusive, and diverse work culture.
- Employee assistance program offering confidential support and resources.
- Modern and comfortable on-site work environment equipped with state-of-the-art technology.
- Retirement savings plan with company contributions.
How to Apply
To seize this exciting opportunity and join the Telus Communications team, please click on the application link below. Be sure to prepare your resume highlighting your customer service, technical skills, and any relevant experience. We look forward to reviewing your application and potentially welcoming you to our team!