ADT by TELUS
 
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Now Hiring Technical Support Representatives
October 16th, 2020

Now Hiring Technical Support Representatives

ADT by TELUS is a leading provider of security and automation solutions in Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT by TELUS delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. More information is available at www.adt.ca.

Position Summary    

The Bilingual Customer Service Representative - Technical Support is responsible for all residential, small business, commercial inbound phone calls consisting of technical troubleshooting and testing while focusing on first contact resolution and customer retention.

 Reponsibilities

  • Handle incoming and outgoing calls from customers
  • Identify and resolve basic alarm system technical issues by identifying known causes by using the process of elimination
  • Provide clear and concise technical information to customers
  • Differentiate between product features and functionality in order to resolve customer inquiries
  • Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs
  • Educate and guide the customer through our web tool and educate them on self-serve options
  • Remember and apply various standard operating procedures
  • Navigating through various systems and tools
  • Ensure data entry related to customer requests and internal data and governance guidelines
  • Other duties as assigned

Qualifications

  • High School Diploma
  • 1-2 years of relevant experience
  • Bilingual (French/English)
  • Ability to work within a team
  • Advanced written and verbal communication skills (French/English)
  • Able to clearly communicate technical information 
  • Analytical skills and problem solving
  • Customer service oriented
  • Ability to work in a fast paced and structured environment
  • Ability to multitask
  • Must have key boarding and software knowledge
Send your resume to aghantous@adt.ca or apply online at www.adt.ca/careers