TELUS International India Looking for Technical Support Representative at   Noida Full Time

Description and Requirements

• Works with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service.
• Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting.
• Walks customers through common phone hardware and software configurations to maximize service functionality.
• Provides solutions and resolution resources for customer repair problems.
• Interfaces with customers over the phone providing status updates and ensuring service has been restored.
• Schedules a technician dispatch for on-site service calls when necessary.
• Escalates appropriate technical issues to upper-level technical support when needed. What We Look For in a Candidate
• Ability to multitask in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
• Requires customer contact and the ability to effectively communicate over the phone with both internal and external customers
• Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
• Demonstrated strong interpersonal communication skills when working with both internal and external customers.
• Ability to work flexible hours including evenings, weekends, holidays, and overtime is required
• Experience with common internet software is preferred.
• Preferred but not required: 6 months experience in technical support, help desk, and/or contact centers. Work From Home System Requirements:
• Must subscribe to High-Speed Internet Service with minimum speed of 10 mbps (No VoIP service is allowed).
• PC must be physically connected to modem/router using Ethernet cable (i.e. computer cannot be run on a wireless connection)
• You are responsible for establishing a dedicated workplace in your home or work location.
• The workplace must have adequate work surface and be free of background noise and distractions.
• During assigned work hours you must make arrangements for childcare and ensure that pets or others cannot be heard by customers. Education Competencies
• Innovation & Agility ○ Meets Definition: Approaches work with a continuous improvement mindset; takes a creative approach to problems or opportunities; can work effectively under ambiguous
• circumstances; applies alternative solutions; leverages multiple sources for new ideas; keeps the needs of the business and customer in mind.
• Accountability Ownership ○ Meets Definition: Makes clear connections between individual accountability and success of the company; avoids a victim mindset and transference of responsibility;
• follows through to resolve issues even when they are beyond immediate job responsibilities; takes ownership for downstream results. Demonstrates a high level of commitment and perseveres in the face of challenges or setbacks.
• Communication & Self Awareness ○ Meets Definition: Approaches all communications with honesty and openness; ensures that information is timely and relevant; provides clear, concise oral and written communications; actively asks for feedback, input and checks for mutual understanding; adapts communications to the audience; gains agreement to support ideas; leverages ideas and information from others; maintains respect for fellow employees and understands how personal behaviors impact others.
• Customer First ○ Meets Definition: Has a customer centric mindset; places all work and accountabilities in context with the needs of external or internal customers; meets or exceeds expectations and service requirements; acts promptly to resolve issues; looks for opportunities to add value for the customer; maintains relationships based on honesty, trust, and respect.
• Urgency & Courage ○ Meets Definition: Distinguishes items of key importance and applies the appropriate action timely; responds with an insistent character; possesses the conviction and fortitude to face difficult situations through rational, balanced means.
• Collaboration & Alignment ○ Meets Definition: Maintains productive relationships within and outside the team; understands key stakeholder; shares important or relevant information; can find common ground, facilitates cooperation and teamwork; proactively addresses issues and problems to achieve common objectives.
• Celebration & Have Fun ○ Meets Definition: Demonstrates gratitude and thankfulness through interactions with co-workers and customers; recognizes and responds quickly to exceptional work with proclamations of praise appropriate to the individual; actively finds enjoyment in their role and encourages those around them.
• Effective Decisions ○ Meets Definition: Applies expertise, experience and judgment to reach good decisions; accurately determines the types and levels of information required; takes appropriate risks, manages conflicting priorities; moves quickly from problem to resolution and has a “fail fast” mentality where needed; maintains momentum and recovers quickly from setbacks; understands how individual and team responsibilities and performance impact the overall success of the Company, process, system; empowers, enable and trusts others to make decisions.

Additional Job Description

• The Role The Repair Service Attendant role is responsible for providing upbeat customer service as a contact center representative to assist current voice and high-speed internet customers.
• Troubleshoots service-related issues including hardware and software configurations. All contacts are inbound and are technical support only,
• NO SALES REQUIREMENTS. The Main Responsibilities

Language Reference

• English