Technical Customer Service Representative (Remote)

TELUS • London, ON, CA • 5d ago

Description

Who we are:

Are you ready to be part of an exciting integration that's shaping the future of telecommunications? Start.ca, a division of TELUS Communications, is seeking talented individuals to join our team as we embark on a new chapter.

Since 1995, Start.ca has been a cornerstone of internet, TV, and home phone services in Ontario, renowned for our exceptional customer support and reliable services. Now, as we deepen our integration with TELUS, we're expanding our offerings to include Koodo and TELUS mobility options, creating a comprehensive suite of communication solutions for our customers.

This integration presents a unique opportunity for passionate professionals to contribute to our growth, innovation, and continued commitment to delivering top-notch services with a personal touch. If you're excited about the prospect of working at the intersection of established excellence and cutting-edge telecommunications, we want to hear from you.

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

As a Technical Customer Service Representative on the Start.ca team, you will take on the rewarding role of supporting our customers in a dynamic environment. Your primary responsibility will be helping customers solve their technology issues

What you’ll do in this role:

Answer incoming calls to provide exceptional technical support to customers, promptly addressing their requests
Make outbound calls to follow up on ongoing technical concerns
Configure equipment, help, configure and troubleshoot home-networks, and provisioning for most customer premise equipment
Respond courteously and professionally to our customers’ requests
Maintain impeccable attention to detail while managing account updates
Work with the broader team to track and manage reliability metrics

Qualifications

What you bring

This remote position requires a home office location with reliable internet connection
You’re someone who genuinely enjoys interacting with other people and helping to resolve their issues
1-3 years’ experience in a customer service, ideally in a technical support role
Experience with computers and configuration
Excellent verbal and written communication, with a positive, collaborative and friendly attitude
Understanding of cable and internet technologies and troubleshooting experience
Motivated to learn new network monitoring systems and tools needed to troubleshoot internet, TV, network and email products
People with the ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor
Knowledge of wireless routers and other hardware equipment
Self-motivated, works well with minimal or no direct supervision
Understanding of LAN & WLAN networks
High School Diploma and Proficiency in English (written and verbal)
This position requires flexible availability for shifts 7 days/week, on-call rotation (Our current hours of 8:00am-9:00pm Eastern Time; however, this is subject to change in the future)

Great-to-haves

Experience with digital cable TV, phone, internet, cellular networks
Call center experience, ideally with practical understanding of the (de) escalation process
Bilingual in French or additional languages is an asset