IT Customer Support Analyst

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

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

TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted, and sustainable value chain that enables the most efficient production and logistics outcomes while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that's traceable and clear to the end consumer.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses and move goods through supply chains with more accuracy, efficiency, and profit to get the right products to the shelf at the right time, and at the right price, creating more sustainable production and consumption outcomes.

The candidate will be the bridge between the client (Internal and external) incidents/inquiries and the multiple key team members within the global organization involved in the incident management flow. L3 Support takes care of analysis that requires further assessment/validation after L1 and L2 validation is performed by the customer/client (with exceptions on an account basis).
The support Analyst / Site owner should own the ticket reported by the client from an assignation till the successful handover for the Client's validation (including acknowledgment).
The candidate should be accountable for the whole chain, SLA, and satisfaction and responsible for the direct analysis and potentially related tasks and actions performed directly by the Support team. The candidate should always prioritize the resolution and satisfaction of the customer and require flexible business hours.

• Ensure tickets assigned to his/her queue are analyzed under the internal ITIL based best practices - All tickets with Updates accordingly
  Ensure we are compliant with the SLAs accordingly - 85%+
  Ensure we maintain a healthy and Professional relationship with Support contacts from our clients - 90% + satisfaction via Surveys

Here’s How

• Own the Incident management flow related to specific tickets assigned to him/her, ensuring we comply with defined SLA. This may require assistance from internal teams, including but not limited to; Sales, Implementation services, Product, Development.
• Proactively looking for risks and open tasks and topics that may require his/her attention to prevent escalations and ensuring customer satisfaction.
• He/she should make sure that quality and professionalism is present within the incident management flow, including but not limited to Written communication, updates via our incident management tool, email communication, verbal communication and documentation.
• L3 type assessment, requiring deep technical and functional knowledge of our applications, including but not limited to Retail execution and Direct Store Delivery tools, depending on the assignment.
• Responsible for applying ITIL based best practices and ensure the use of the globally harmonized processes/ways of working defined by the management team.
• Responsible for escalating of the problematic topics to technical SME

What you bring to this role

SOFT SKILLS

• Customer and Result oriented
• Dealing with the ambiguity
• Proactive and Creative
• Learn on the fly
• Assertive communication and networking (internal and external)
  

FUNCTIONAL

• Microsoft SQL knowledge
• Business English - Fluent
• CPG Industry experience is preferable
• Customer Support / IT practices experience
• ITIL practices experience is preferable
• Highly developed emotional intelligence to deal with tension points
• Strong focus on customer satisfaction and result - able to work with a flexible business hours schedule

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, 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 for enabling remarkable human outcomes?

Together, let’s make the future friendly.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process

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