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Business Help Desk Specialist I

Montreal, QC
Full Time
5 days ago

Position Overview:

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.


• You will be responsible for providing world-class technical and non-technical support in a call centre environment to our customers
• You will interpret customer requirements and communicate solutions to our customers
• You will 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

Required Knowledge:

• 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 and French) is required
• Familiarity with trouble reporting systems
• IT, Wireless and Audio/Video conferencing knowledge or work experience would be an asset
• Technical knowledge of voice products and services


Required Skills & Abilities:

• 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
Required Experience:
• 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
• You must be able to attend 100% of training to be considered for the position (4 weeks)

Who we are

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. As a part of our team, you help make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents are valued and respected here.

Customer Service and Support