Urgently needed for 
Technical Customer Support Representative
Company: Telus International
Job description:
Description and RequirementsLocation of Work:This position will start as working on-site within our contact center, in accordance with health and safety recommendations from the local government and our organization. The contact center is located at 2251 S Decatur Blvd, Las Vegas, NV 89102. All team members must be able to work from site, as required for the role. After training, there may be an opportunity to work from home based on business need, performance, attendance, and seniority.
Responsibilities:Provide inbound call support and troubleshooting for complex, high-end, customer automation systems and tools
Reply to inbound customer inquiries, issues, or complaints related to:
online websites
linking to shipping label platform
web services
troubleshooting APIs, location, loading tracking numbers into the server
Provide remote-assistance to customers for technical issues using screen sharing, mouse and keyboard control, and other available tools
Use knowledge base and available tools to resolve transactions
Build professional relationships and rapport with customers in order to deliver exceptional customer experiences
Meet established individual and team performance targets, which include productivity, customer service, quality standards, and any other metrics the business deems necessary
Contribute to a diverse team within a fast-paced and constantly changing environment
Maintain adequate proficiency in products and platforms supported as well as ensure current knowledge of all new and updated policies and procedures
Communicate with management, team members, and other teams regarding problems, solutions, and trends
Have the ability and willingness to tend to any other tasks as assigned
Required Experience, Skills & Competencies:
Minimum of 2-3 years of interactive customer service experience
Strong computer navigation skills
Demonstrate technical aptitude, troubleshooting and good understanding of common computer hardware and web-based software platforms
Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer
Ability to efficiently communicate technical issues and technical terms to tech-savvy customers
Outstanding active listening and comprehension skills
Ability to analyze problems/inquiries and research all possible solutions using all available tools
Ability to evaluate options and provide alternative solutions in the face of pressure and time constraints
Ability to duplicate complex issues and document findings in detail
Exceptional retention of data and concepts
Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time
Ability to make decisions when there is a level of ambiguity
Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
Familiarity with mobile apps technology including downloading, accessing, basic troubleshooting, etc.
Resourceful in finding answers while using available tools, best practices, and creative thinking
Strong resilience and tenacity to overcome challenging situations with customers and effectively problem solve
Ability to self-manage and take ownership of assigned tasks
Ability to type a minimum of 30 WPM
Ability to work flexible shifts and sit for long periods of time
Professionalism with the ability to work among diverse personalities
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 5:00 am to 7:00 pm PST Monday through Saturday. Training hours range from 8:00 am to 7:00 pm, Monday through Friday up to 6 weeks (subject to change based on business needs)
High school diploma or equivalent
Successful completion of a nationwide criminal background check
Preferred Experience, Skills & Competencies:
General knowledge of programming is a plus
Knowledge of specific programming languages is a plus; no certifications required
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 passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Additional Job DescriptionThe Customer Service Representative (CSR) position will provide superior technical support to customers of one of the leading courier delivery services companies in the world. We are seeking bright, articulate, tech-savvy applicants who have a desire to help resolve customer issues and who understand the importance of providing an exceptional experience to customers. The CSR’s main responsibility will be to research and resolve customer inquiries using a variety of software tools in a fun, fast-paced contact center environment.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity EmployerAt TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Expected salary:
Location: Las Vegas, NV
Job date: Sat, 06 Jul 2024 22:11:39 GMT
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