Telus Network Support Representative V - Edmonton in AB, Canada

As a member of the National Field Support IPTV Tier II Team you will be responsible for supporting technicians in the field as well as Internal TELUS departments. This includes troubleshooting and facilitating customer requirements for installation and repair of services as related to the logical and physical set-up at the customer premises.

Do you share our passion for: * *

  • Advocating for our customers’ needs and creating a personalize experience

  • Genuinely displaying humanity in_every_customer interaction

  • Being an exceptional communicator – listen, honest and clear

  • Getting things done by leveraging each other’s unique talents

  • Proactively adapting to meet the changing needs of our customers



*What's in it for you? *

In addition to a competitive hourly rate of $22.57, you will be entitled to many of the attractive benefits that accompany TELUS team membership.

Our success is based as much on your dedication and hard work as it is on the innovative internet, voice, data and wireless products and solutions we offer.

Thinking of taking your career in a different direction? Then apply at TELUS online today. This just might be the right move for you.

_KEY PURPOSE:_

  • To provide Tier II support to Tier I and field resources related to internet and Optik TV product and service troubles in accordance with practices, procedures and guidelines

_MAIN RESPONSIBILITIES:_

Trouble Resolution

  • Receive unresolved internet and Optik TV related troubles from Tier I and field resources; create and/or review existing trouble ticket; determine appropriate restorative measures through per customer network and system configurations; resolve or re-route ticket to appropriate area, contact supporting groups when necessary

  • Contact customer to advise: of resolution; to book appointment for field service visit; to conduct further troubleshooting

  • Identify patterns/trends and root causes creating customer troubles; create trouble ticket and engage appropriate areas; notify and update Tier I of patterns/trends

  • Engage in proactive trouble resolution in assisting partner groups with technology or provisioning migrations network and internet service related changes

Guidance

  • Document and provide feedback on improvement opportunities relating to trouble ticket accuracy, technical knowledge and troubleshooting skills, process adherence and quality of information

  • Provide support and guidance to other team members one-on-one for job information and processes, and also provide input to trainers for course development

Customer Records Maintenance

  • Review customer records to ensure accuracy and alignment; correct systems and document changes as required

_RESULTS OR OUTCOMES:_

  • Internet and Optik TV related issues are resolved through restorative measures and corrective actions in a timely manner

  • Awareness of customer needs, process adherence and technical issues are understood and timely

  • Timely identification of internet related network and service trends

  • Customer records are accurate

_KEY JOB REQUIREMENTS:_

Skills and Knowledge

  • Troubleshooting of internet and Optik TV products, equipment and services

  • Role relationships in other jobs to deliver service and resolve client complaints

  • Job related systems and databases

  • Common business software applications

Effort

  • Keyboarding

  • Focus on monitor and fine print data

Responsibility

  • To investigate, monitor and resolve internet and Optik TV products and services issues within established guidelines

  • To provide guidance and support to resolve trouble tickets and client issues

Working Conditions

  • Automated Call Distribution working conditions

_OTHER:_

  • Performs other functions as assigned which do not affect the value of the job


QUALIFICATIONS:

  • Must possess keyboarding skills

  • Maintain a high degree of accuracy and attention to detail

  • Ability to effectively compile information, analyze data & make sound judgements

  • Must be willing and able to work various shifts as assigned (such as evenings, weekends and statutory holidays), based on business needs

  • Must possess Personal Computer navigational skills

  • Demonstrated professional oral and written communications skills

  • Fluent in English

  • Self-motivated, work well with minimal or no direct supervision

  • Ability to work effectively in a team environment and collaboratively with other departments

  • Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required

  • Maintain a high level of performance under the pressure of time constraints and a fast-paced changing environment

  • Demonstrated ability in planning and organizing to meet scheduled deadlines

  • Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams

  • Must meet applicable testing requirements

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living theTELUS valuesand delivering on ourCustomers First commitments.

Do you share our passion?

At TELUS,youcreate future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Title: Network Support Representative V - Edmonton

Location: CAN-AB-Edmonton

Requisition ID: ROL02617-16