Technical Customer Service Representative

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 foreverycustomer • 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.