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Business Help Desk Specialist I

Montreal, QC
Full Time
3 days ago

TELUS is a great place to work. You can see it in our team members. The diversity of the TELUS team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative internet, voice, data and wireless products and solutions we offer.
Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding. Join our team and make your future friendly too.

Position Overview:

TELUS has established a world-class contact centre in Ville Saint Laurent. This new centre offers excellence in post-sales support for TELUS products and services and actively pursues new external opportunities in call centre outsourcing. We are looking for dynamic individuals to take the charge in providing the best in Customer Care for our business customers.

    •You will be responsible for providing world-class technical and non-technical support in a call centre environment to our Business and Corporate Wireless Mobility 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


Required Knowledge:
    •Strong problem solving and troubleshooting skills allowing you to efficiently and effectively identify problems and apply appropriate solutions •Working knowledge of Mobile phones, Wireless Internet devices, M2M/IOT Internet technologies and high-speed Internet connectivity and technological/industry trends •Working knowledge of personal computers, email and operating systems •Technical knowledge of voice and messaging products and services •Technical knowledge of mobile Operating Systems such as IOS, Android, Blackberry and etc •Ability to explain billing to the highest degree •Bilingual (English and French) is required •Familiarity with trouble reporting systems
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 troubleshooting skills •Proven capacity to learn and share information with others •Ability to work independently with a minimum of supervision •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, weekends and statutory holiday) 24/7 work environment •The successful candidate for our Business Helpdesk Specialist must meet all applicable testing requirements
TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours 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.

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

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