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)

• High school diploma or equivalent

• Successfully complete a pre-employment background check

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.