A Technical Support Specialist is responsible for ensuring our users (merchants, partners, and buyers) receive timely, complete, and engaging solutions to help them succeed in their business. Merchant’s first entry point into Support is through our AI powered help center, with the more complicated and human conversations routed to our Technical Support Specialists to ensure our merchants get the answers they need. Comprehensive paid training is provided to all Specialists and the level of support they provide to customers becomes more diversified as they become more comfortable with the skills attained through in-class and on-the-job learning. Our Specialists will also be responsible for providing feedback on and auditing our help documentation, so that our knowledge base continually improves, providing faster merchant resolution over time.

Note: This full-time position is a work-from-site opportunity. All candidates must be able and willing to commute to and work from our site located in Montreal, Canada. Remote opportunities are not available.

Specific Responsibilities May Include:

• Deliver timely and complete solutions to our merchants via various channels (chat, email, phone), ensuring they receive quality resolutions with the utmost care and attention;

• Handle Technical issues, providing clear guidance to Merchants via various channels to quickly resolve issues and help them grow their business;

• Provide continuous feedback on our help documentation and actively participate in auditing processes, by using, reviewing, and publishing content in a knowledge centered service (KCS) model;

• Contribute to the continuous improvement of our knowledge base, maintaining up-to-date and user-friendly resources which will ultimately benefit our Merchants;

• Describe Technical systems and solutions in simple terms that merchants of all technical abilities can understand;

• Demonstrate flexibility and adaptability by working on different teams based on the needs of our users (merchants, partners, and buyers) and our organization;

• Embrace changing roles and responsibilities to provide support where it is most needed;

• Stay updated on our evolving product and support offerings, services, and the latest tech, continuously expanding your expertise to efficiently assist Merchants and recommend new features that can enhance their business

• Ad hoc duties as assigned

Required Experience, Skills & Competencies:

• Six months to 1 year experience within a call center environment in a technical support capacity. 1-2 years experience preferred or demonstrated 

• Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French

• Excellent communication skills, particularly in writing with a typing speed of at least 30 WPM 

• Able to troubleshoot technical issues with minimal guidance

• Familiarity with working with and adapting to new technologies

• Experience in managing relationships with internal or external stakeholders, customers, clients, or other relevant parties. This is not limited to customer service roles

• Experience with leading conversations, providing guidance and direction to solve problems and guide customers towards appropriate solutions

• Ability to approach problem-solving with creativity and curiosity, seeking unique ways to address challenges while engaging with customers

• Possess strong critical thinking skills to evaluate the accuracy of information and determine if it requires updates or edits

• Proven ability to resolve problems efficiently, identifying issues, searching for existing solutions, and documenting new ones as required

• Strong desire to learn and work with AI tools and new technologies

• Ability to take initiative and execute plans quickly with general supervision

• Demonstrate a genuine passion for learning, waking up each day excited to acquire new knowledge;

• Ability to interact with customers and co-workers from diverse backgrounds, demonstrating cultural sensitivity and awareness of customs, traditions, and communication styles to provide inclusive and personalized support

• Ability to adapt quickly and embrace change

• Ability to pass a background check which may include federal fingerprinting and security clearance

• The flexibility to work any shift assigned between the hours of operations of 8:00 am to 8:00 pm ET, Monday through Sunday. Shifts will be full-time, so weekend and evening availability is 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.   

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Additional Job Description