About the Company
Telus Communications Inc. is a dynamic and leading telecommunications company in Canada, committed to connecting people with innovative technology solutions. We believe in putting customers first and empowering our team members to grow and make a real impact. Join us in shaping the future of connectivity from anywhere in Canada.
Job Description
We are seeking a highly motivated and detail-oriented Online Helpdesk Ticket Router to join our remote IT Support team. This entry-level position is perfect for individuals eager to start a career in IT, even with no prior experience. You will be the crucial first point of contact, triaging incoming support tickets, gathering essential information from users, and accurately routing issues to the appropriate technical teams. Full training will be provided to ensure your success in this vital role.
Key Responsibilities
- Monitor incoming helpdesk tickets via various channels (email, chat, portal).
- Perform initial assessment of reported issues to determine urgency and nature.
- Communicate effectively with users to gather necessary details for ticket resolution or escalation.
- Categorize and prioritize tickets accurately based on established guidelines.
- Assign tickets to the correct technical support teams or specialists.
- Provide basic first-level troubleshooting steps and guidance when appropriate.
- Maintain clear and concise documentation of all ticket interactions and actions.
- Follow up on ticket status to ensure timely resolution and user satisfaction.
- Collaborate with other IT team members to improve workflow and support processes.
- Participate in ongoing training and development opportunities to enhance skills.
Required Skills
- Excellent written and verbal communication skills.
- Strong active listening and problem-solving abilities.
- High level of attention to detail and accuracy.
- Ability to learn new software and systems quickly.
- Proficiency in basic computer usage and internet navigation.
- Self-motivated and able to work independently in a remote environment.
- A positive attitude and a strong desire to help others.
- Ability to manage multiple tasks and prioritize effectively.
- High school diploma or equivalent.
Preferred Qualifications
- Familiarity with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) is a plus but not required.
- Basic understanding of common IT terms or concepts.
- Prior experience in a customer service role.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Competitive hourly wage.
- Paid time off and holidays.
- Opportunities for career advancement within a leading tech company.
- Extensive training and professional development programs.
- Employee assistance program.
- Remote work flexibility (work from anywhere in Canada).
- Access to discounted Telus services.
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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