TELUS International - Las Vegas

  • Premium Technical Support

    ID
    2018-1751
    # of Openings
    10
    Posting Start Date
    6/20/2018
    Category
    Customer Service/Support
    Location : City
    Las Vegas
  • TELUS The Future Is Friendly

    Birds on a Wire

    Position Overview:

    The Customer Service (CSR) 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 inquires, 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
    • 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
    • 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 ○ Ability to troubleshoot and resolve technical problems individually and in a team environment, while proactively looking for solutions to problems and proposing improvements
    • You do this with grit, initiative, and ownership to see things through completion ○ Excellent verbal, written, and interpersonal communication skills in English. Your communication is clear and simple, with a proper dose of empathy
    • Patient, exceptional listener who enjoys problem solving and educating others ○ Ability to display those communication skills through multiple channels of support (phone, email, chat) ○ Ability to type 50+ words per minute and pass a grammar test
    • A passion for helping others and strong track record demonstrating empathy for customers ○
    • Excellent customer service skills, with good grasp of understanding customers’ needs by asking appropriate probing questions
    • Experience in managing High touch and premium support profiles, with ability to turn irate customers into brand advocates
    • Consumer sales and post sales support experience required

    Required Experience, Skills & Competencies:

    • Minimum two years of call-based customer service experience OR four years of interactive customer service experience
    • Owner and active user of a device on Android OS (nice to have)
    • Experience with technical support of hardware or applications
    • Experience with web computing
    • Experience with other current consumer web-enabled technologies
    • Heavy user of mobile applications and Android products 
    • Ability to manage multiple tasks and priorities including good time management skills
    • Strong mobile applications orientation
    • Personal experience troubleshooting personal electronic devices (e.g., personal computers, smart phones, tablets), online downloads, transactions, applications, software and hardware issues
    • 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
    • Openness to work flexible hours as required, including night shifts and holidays
    • Demonstrates passion for mobile technology and active reader of technology websites such as Engadget, CNET, and Techradar ○ At least 3+ years of experience working in a customer service role

    Preferred Experience, Skills & Competencies:

    • Live customer service support experience in a contact center environment via multiple channels (phone/chat/email)
    • Previous tech support and/or troubleshooting experience
    • 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.

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