Join our team
We work with the best of the best in the industry, with a focus on providing solutions that transform the way that businesses, people and things connect to one another. To achieve this, we use a world-class approach that puts our customers first and integrates solutions, processes and expertise from all sectors.
We are a leader in the Canadian Internet of Things marketplace. We draw on our expertise and deep understanding of this area to achieve exceptional results for our customers and the communities we live in. Driven by the diversity and unique strengths of our partners and acquisitions, we are expanding our leadership in the industry by offering powerful and integrated connectivity solutions to our customers and the Canadian public, all through the world's fastest network.
Here’s what you will do
As a member of our extraordinary TELUS Care team, you will work with partners and teams responsible for driving the growth of TELUS transport solutions in the marketplace. You will provide superior technical support and care services to our customers utilizing software as a service (SaaS) solutions. You will liaise with customers by telephone, email, and remote utilities to resolve issues in accordance to service level agreements. You will triage and prioritize tickets and escalate accordingly. You will frequently collaborate with the product teams and project managers to resolve issues. You will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence.
We are actively seeking a Technical Analyst II to join our team on a full-time basis to support our client base. This is what you can look forward to in a typical day or week:
- Provide bilingual (English/French) telephone, email and remote customer support for multiple TELUS products
- Provide guidance during equipment installation and commissioning
- Maintain accurate records of customer information in ticket system to track customer history and report reoccurring problems
- Take lead role in diagnosing and resolving software and hardware issues of a technical nature; working with staff, clients and vendors as appropriate
- Contribute to new product development and QA testing
- Assist with development of product documentation and training materials, train customers on software and hardware via webinars
- The work schedule will consist of 8-hour shifts scheduled between the hours of 7 am and 7 pm, Monday to Friday
- Participate in after-hours on-call rotation
