Technology Analyst II (Bilingual)

Mississauga, ON
57.000-105.000 $ par an
Permanent
Temps-plein

Il y a 1 mois

DescriptionJoin our teamWe work with the best of the best in the industry, with a focus on providing solutions that transform the way that businesses, people and things connect to one another. To achieve this, we use a world-class approach that puts our customers first and integrates solutions, processes and expertise from all sectors.We are a leader in the Canadian Internet of Things marketplace. We draw on our expertise and deep understanding of this area to achieve exceptional results for our customers and the communities we live in. Driven by the diversity and unique strengths of our partners and acquisitions, we are expanding our leadership in the industry by offering powerful and integrated connectivity solutions to our customers and the Canadian public, all through the world's fastest network.Here's what you will doAs a member of our extraordinary TELUS Care team, you will work with partners and teams responsible for driving the growth of TELUS transport solutions in the marketplace. You will provide superior technical support and care services to our customers utilizing software as a service (SaaS) solutions. You will liaise with customers by telephone, email, and remote utilities to resolve issues in accordance to service level agreements. You will triage and prioritize tickets and escalate accordingly. You will frequently collaborate with the product teams and project managers to resolve issues. You will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges and deliver operational and customer service excellence.We are actively seeking a Technical Analyst II to join our team on a full-time basis to support our client base. This is what you can look forward to in a typical day or week:

Provide bilingual (English/French) telephone, email and remote customer support for multiple TELUS products
Provide guidance during equipment installation and commissioning
Maintain accurate records of customer information in ticket system to track customer history and report reoccurring problems
Take lead role in diagnosing and resolving software and hardware issues of a technical nature; working with staff, clients and vendors as appropriate
Contribute to new product development and QA testing
Assist with development of product documentation and training materials, train customers on software and hardware via webinars
The work schedule will consist of 8-hour shifts scheduled between the hours of 7 am and 7 pm, Monday to Friday

Participate in after-hours on-call rotationQualificationsYou're the missing piece of the puzzleYou are likely in a similar position today and have many of the traits, skills and experience points below:

Excellent communication skills in both English & French, verbal & written Post-secondary technical diploma/certification
Background in IT/Networking Knowledge of basic electrical systems
Ability to work equally well independently and within a team environment Analytical approach to resolving issues
Excellent communication skills, with ability to relay technical information to a non-technical audience Comfortable with public speaking and writing
Strong networking and interpersonal skills, highly customer-focused and be able to lead conference calls with authority
Experience in leveraging AI tools and technologies to support daily work tasks and improve efficiency Demonstrated ability to provide
Incident Management support and resolution in a timely manner Proficient skills in Microsoft Office suite (Excel, Access, Word, and PowerPoint), along with Google suite (Drive, Docs and Chat)

Great-to-havesWe are especially excited to connect with people who have experience with any of the following:

Experience with software development
Basic understanding of cellular and/or satellite communications Prior use of service desk/trouble ticket management software Familiarity with data acquisition systems
Undergraduate degree (Applied Science, Computer Science, IT and Networking)
Background and/or past work experience in telecommunications, data centre, network, corporate security, or systems operations areas will be beneficial during the recovery of an incident
Experience using analytic and reporting tools (e.g. Jira, confluence etc.) and the ability to understand complex data as well as providing meaningful insight to others
Commended for your self-motivation, decision-making and conflict management skills
Distinguished for your exceptional written and verbal communication skills along with an ability to work under minimal supervision

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.Salary Range: $57,000-$105,000Performance Bonus or Sales Incentive Plan: 10%Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …

Job Type: This is for a current vacancyA bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.Technology SolutionsWe’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.We are honoured to be recognized5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.1
Million active users logging into My TELUS per month (consumer mobility).AccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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