Specific Responsibilities May Include:
Assist users with general inquiries, product support, service information, and technical issues in a diverse via multiple channels of communication phone/email/chat
Respond to customer needs in a calm and empathetic manner, providing excellent customer support in every situation
Identify issues and escalate to a point of contact in an organized and timely manner
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
Required Experience, Skills & Competencies:
2 years of interactive customer support experience
Familiarity with accessibility tools in any capacity (personal or professional experience)
Basic computer knowledge and computer navigation skills
Ability to learn and retain information quickly
Personal experience troubleshooting personal electronic devices in their everyday lives (e.g., personal computers, smartphones, tablets), online downloads, transactions, applications, software and hardware
Minimum typing speed of 30 WPM with excellent spelling and grammar
Excellent verbal, written, and interpersonal communication skills in English. Your communication is clear and simple, with a proper dose of empathy
Customer oriented with strong active listening skills and the ability to ask probing questions in order to build strong rapport in all customer interactions
Hard-working and successful in a fast paced environment - adaptive to change and receptive to feedback
Patient, calm, empathetic and confident demeanor, having a customer first mentality
Have resilience and tenacity to overcome negative interactions and effectively problem solve; with ability to calm upset customers
Resourceful in finding answers using available tools, best practices, and creative thinking to provide the best solutions
Able to self-manage and take ownership of assigned work
Professionalism and ability to work with diverse group of people
Punctual and reliable
Ability to work with and support a diverse group of individuals with various backgrounds and personalities
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 4:00 am CST to 7:00 pm CST per day | 7 days a week (subject to change based on business needs)
Preferred Experience, Skills, & Competencies:
Professional experience in a previous accessibility support role
Previous call center or telecommunications experience
Google product knowledge & experience
Android experience
Work-From-Home Requirements:
Dedicated, private home workspace free of distractions and interruptions
Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
Understand own network environment at home
Ability to troubleshoot own devices & connectivity
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.