Call/Chat Customer Service Representative Full-time Job

A Technical Customer Service Representative 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 Customer Service Representatives where they will be responsible for ensuring merchants get the answers they need while upholding a high standard of customer service during each interaction. Comprehensive paid training is provided to all representatives 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. 

 

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 customer solutions to our merchants via various channels (chat, email, phone), ensuring they receive quality resolutions with the utmost care and attention for the following type of transactions;

  • Account Recovery

  • Theme Selection and Customization

  • Domain Registration and Management

  • Plan Selection, Upgrade and Cancellations

  • Online Store  Status Management

• Troubleshoot technical issues while providing clear guidance and an engaging customer service experience 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 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 

• Minimum of 1-2 years experience in an interactive customer service position

• Fluent in English (C1 level: read, write and speak)

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

• Able to troubleshoot technical issues with minimal guidance while maintaining high quality customer service standards

• Familiarity 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 while showcasing empathy and understanding

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

• 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

• 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 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, including training shifts, between the hours of operations of 5:00 am to 12:00 am 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.

TELUS International serves technology, games, communications and media, eCommerce, fintech and financial services, healthcare, travel and hospitality industries. It operates in Bulgaria, China, El Salvador, Germany, Guatemala, India, Ireland, Romania, Spain, the Philippines and the US.
Hands down, our culture is our competitive advantage. Its what fuels our innovative approach to delivering end-to-end customer experience solutions backed by next-gen technology. Its also what makes us stand out from the competition. We invite you to learn more, or better yet, come visit one of our global centers of excellence to see for yourself!