Technical Support Representative

Compensation

: $41,380.00 - $73,930.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Join a company that appreciates your energy, drive, and enthusiasm just as much as your skills. We obsess over providing world-class experiences to our customers and we re looking for individuals who are committed to the same goal. We pride ourselves on maintaining a culture based around teamwork, quality, innovation, and constant growth and development.


Position Overview:

Technical Support Representatives (TSRs) provide inbound technical support for customer automation systems, tools, and technical products. TSRs use a variety of software tools to research and resolve customer inquiries, issues, or complaints. They are expected to create an exciting and personalized customer experience while being able to anticipate customers' needs and take initiative.


Specific Responsibilities May Include:

  • Provide inbound call support and troubleshooting for different tools/systems
  • Assist users with general inquiries, product support, service information, order processing and technical issues
  • Use knowledge base and available tools to resolve transactions
  • Confidently make product and service recommendations tailored to customers needs/wants
  • Stay up to date with product knowledge to make effective recommendations
  • Build professional relationships and rapport with customers in order to deliver exceptional customer experiences
  • Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)
  • Have ability and willingness to tend to any other tasks as assigned


Job Requirements:

Requirements:

  • Minimum 3 years of interactive customer service experience
  • Tech-savvy and strong computer/software navigation skills
  • Personal experience troubleshooting personal electronic devices (e.g., personal computers, smartphones, tablets), online downloads, transactions, applications, software and hardware issues
  • Technical proficiency in web-based software and ability to quickly learn our support platform and product functionality
  • Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer
  • Ability to communicate technical issues in non-technical terms to customers
  • Ability to analyze problems/inquiries and research all possible solutions using all available tools
  • Outstanding active listening and comprehension skills
  • Successful completion of nationwide criminal background check and drug screen

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.


Associated topics: agent, answer, coordinator, product support, representante de servicio al cliente, representative, service representative, support, system support, telephone * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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