Customer Support Analyst

February 28

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TELUS

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TELUS is a Canadian telecommunications company providing a wide range of products and services to customers throughout Canada. Their offerings include mobility services with a selection of phones, plans, and data options, high-speed internet services through PureFibre, and bundled options with TV entertainment through Optik TV. They also offer smart home security solutions, healthcare services through TELUS Health, and community support initiatives. TELUS is known for its efforts in social impact and sustainability, and they operate in several Canadian provinces and territories, with a focus on delivering customer-centric service and technological innovation.

National telecommunications company in Canada

10,000+ employees

Founded 1990

📡 Telecommunications

⚕️ Healthcare Insurance

🔐 Security

📋 Description

• Actively engage with customers after ticket creation • Establish communication with Customers and identify any gaps in information which may lead to quicker resolution. • Triage ticket and identify priority leveling based on contractual SLA agreements • Manage/resolve P1 tickets • Manage/resolve P2 tickets when able • Triage and assign P2+ priority tickets to appropriate team members • Provide exceptional customer service to help resolve inquiries and/or concerns. • Ensure SLA metrics are met and not breached • Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and provide continual communication to customers throughout issue lifecycle. • Identify and investigate reoccurring issues, and work with product and engineering teams to ensure solutions that address root causes, mitigating reoccurrence. • Provide customer updates to Customer Success Managers and/or Account Managers for business review meetings. • Participate in User Acceptance Testing (UAT) of new features and enhancements. • Review and update/contribute new content to improve knowledge-based articles. • X-train, support, and backup team members.

🎯 Requirements

• 3+ years of experience in customer support or similar roles. • Consumer Packaged Goods (CPG) experience is preferred. • Passion for customer success and experience in achieving customer satisfaction with existing products. • Clearly articulate and effectively write customer correspondence. • Ability to troubleshoot issues and relay information in a digestible way to customers. • Expert at juggling and appropriately prioritizing competing demands and managing time. • Ability to work independently. • Knowledge of Google Workspace, Windows, Word, Excel, and other PC applications. • Bachelor's degree or equivalent experience.

🏖️ Benefits

• comprehensive benefits package • incentive and recognition programs • 401k contribution