About the Company
TELUS is a dynamic, world-leading communications and information technology company, driven by a desire to help Canadians connect to the people and things that matter most. We believe in leveraging technology for good, innovating to create a friendlier future, and putting our customers first. Join our team and be part of a company that is shaping the future of digital connectivity and AI-powered solutions.
Job Description
We are seeking enthusiastic and adaptable individuals to join our Next-Gen Tech, AI & Digital Support team. In this hybrid role, you will be at the forefront of customer interaction, providing exceptional support across a range of cutting-edge technologies, including AI-driven services and digital platforms. You will troubleshoot, educate, and empower our customers, ensuring a seamless experience. This role blends remote work flexibility with in-office collaboration, fostering a dynamic and supportive environment where you can grow your skills in advanced tech support.
Key Responsibilities
- Provide technical assistance and support for incoming queries and issues related to next-generation technology, AI tools, and digital services.
- Diagnose and resolve technical hardware and software issues, escalating complex problems to senior support staff when necessary.
- Guide customers through step-by-step solutions, both verbally and written, ensuring clear understanding and satisfaction.
- Utilize AI-powered diagnostic tools and knowledge bases to efficiently resolve customer inquiries.
- Document all customer interactions, technical issues, and resolutions accurately in our CRM system.
- Participate in ongoing training to stay current with new technologies, products, and support best practices.
- Collaborate with cross-functional teams to identify recurring issues and contribute to process improvements.
- Contribute to a positive customer experience by providing professional, friendly, and timely support.
Required Skills
- Strong technical aptitude and a passion for learning new technologies, including AI and digital platforms.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Proven problem-solving abilities and a methodical approach to troubleshooting.
- Basic understanding of computer systems, mobile devices, and common software applications.
- Ability to work independently and as part of a team in a fast-paced, hybrid environment.
- Customer-focused mindset with a commitment to providing exceptional service.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field.
- Previous experience in a customer service or technical support role (e.g., call centre, help desk).
- Familiarity with CRM software and remote support tools.
- Experience with AI applications or digital assistant technologies.
- Bilingualism (English and French) is an asset.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Competitive salary and performance-based incentives.
- Generous paid time off and holidays.
- TELUS share purchase program and pension plan.
- Opportunities for professional development and career advancement within a leading tech company.
- Hybrid work model offering flexibility.
- Employee discounts on TELUS products and services.
- Access to state-of-the-art AI and digital tools for support.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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