Business Help Desk Specialist III

Description

Position overview: full time

The Business Help Desk Specialist III is a call center position where you are directly responsible for assisting our business customers with their issues, either through troubleshooting and resolving or triage to assign their issue to the appropriate team.

Responsibilities:

• Providing world-class support for business customers in a call center environment


• Using provided documentation and training to perform support of:
  
  
  
  • Desktops
  
  
  • Applications (Custom and standard)
  
  
  • Networking
  
  
  • Mobile devices
  
  
  • Telephony systems
  
  
  
  


• Act as the liaison between the customer and other support teams to ensure timely resolution of customers troubles

Qualifications

Required skills:

• Fluent in both official languages (French/English oral and written)


• Ability to apply documented process and ask probing questions that are directly related to the customer’s
  products and services


• Summarize steps taken in ticket log


• Strong communication skills

Please note:

This is a 24/7 call center, with shift work - you may be asked to work days or nights, holidays or weekends.

Intermediate knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Who is TELUS?

We’re a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, 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?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.