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Service Support Analyst - Complex Service Assurance

Reference ID: CUS05809-18

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Join our team

Here's the impact you'll make and what we'll accomplish together

Working in a service desk 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.

Your main duties will be consist in processing of move, add and change requests for our customers, Information Technology (IT) & telephony.

Here's how
    •Responsible for providing world-class technical and non-technical service to our customers •Interpret customer requirements and communicate solutions to our customers then initiate and/or update systems •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


You're the missing piece of the puzzle
    •Bilingualism in English & French •Strong analytical skills •Working knowledge of personal computers, servers, applications, email and operating systems •Telephony background with skill sets in any or a combination of the following: Cisco, Avaya, legacy system (Nortel BCM et al.) •Technical knowledge of voice products and services •Technical knowledge of data/Internet Protocol (IP) products and services •Familiarity with request management systems •Superior customer service and communications, verbal and written skills, with ability to adapt styles to the situation and context •Strong problem-solving analytical skills •Proven capacity to learn and share information with others •Ability to work cooperatively in a team environment •Ability to adapt to change •Able to keep up to date with new systems and technologies related to position •Ability to work with minimal supervision •Ability to work in a fast paced environment and effectively manage multiple tasks •Maintain a high degree of accuracy and attention to detail •Minimum 1 year of experience in direct front-line customer support or service, preferably in a technical or operating systems support role

Additional Requirements:
    •Reliability and regular attendance is essential •Must be able to work in a measured and monitored environment •Must be willing to work various shifts as assigned, includes evenings, nights, weekends and statutory holiday, in a 24x7 work environment •Must be able to attend 100% of training to be considered for the position •Must be able to obtain and maintain a government security clearance or other required security clearance

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.

Posted: October 3, 2018
Closes: December 2, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...