About the Company
Telus International is a leading provider of digitally-enabled customer experience and business process solutions, partnering with some of the world’s most disruptive brands. We believe in connecting people through technology and delivering exceptional, human-centered service. Join our innovative team and help us build stronger connections with our customers.
Job Description
Are you a natural communicator with a passion for helping others? We are seeking a dedicated Remote Video Support Agent to join our dynamic customer service team. This is a 100% remote position, allowing you to work from the comfort of your home anywhere in Canada. In this role, you will be the friendly face of our company, providing top-notch technical and customer support to our clients through video calls via platforms like Zoom and Webcam. No prior experience in video support is required – we provide comprehensive, paid training to ensure your success!
Key Responsibilities
- Provide professional and empathetic technical and customer support to clients via live video chat.
- Diagnose and troubleshoot customer issues related to products/services, guiding them through solutions visually.
- Clearly and patiently explain complex information to customers, ensuring full understanding.
- Document customer interactions and resolutions accurately in our CRM system.
- Collaborate with team members and escalate complex issues to senior support staff when necessary.
- Maintain a high level of customer satisfaction and strive for first-call resolution.
- Adhere to company policies, procedures, and service level agreements.
Required Skills
- Excellent verbal communication skills with a clear and friendly demeanor.
- Strong active listening skills and ability to empathize with customer needs.
- Basic computer proficiency and comfort using web-based applications (e.g., Zoom, web browsers).
- Reliable high-speed internet connection and a quiet, professional home workspace.
- Ability to learn new software and processes quickly.
- Problem-solving aptitude and a patient approach to helping others.
- High school diploma or equivalent.
Preferred Qualifications
- Familiarity with various operating systems (Windows, macOS) and mobile devices (iOS, Android).
- Previous experience in a customer service or call center environment (even if not video-based).
- Bilingualism (English and French) is a plus.
Perks & Benefits
- Competitive annual salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits package.
- Paid time off, including vacation and sick leave.
- Opportunities for career growth and professional development within a global company.
- Employee assistance program and wellness initiatives.
- Access to a supportive and collaborative remote team environment.
- All necessary equipment provided (e.g., laptop, headset).
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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