About the Company
TELUS International is a leading digital customer experience innovator that designs, builds, and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands. With a strong commitment to community and employee well-being, we empower our team members to thrive in a dynamic, supportive, and inclusive environment. Join us to make a difference in how the world connects.
Job Description
Are you a natural communicator with a passion for helping people? Do you excel at troubleshooting and providing clear, empathetic support through video calls? TELUS International is looking for a dedicated Remote Video Support Agent to join our growing team. In this 100% remote role, you will be the friendly face and voice of our client’s brand, assisting customers with a variety of inquiries, technical issues, and product questions via live video chat platforms like Zoom and Webcam. This is a fantastic opportunity to work from the comfort of your home, utilizing cutting-edge tools to deliver exceptional customer service and build meaningful connections.
Key Responsibilities
- Provide high-quality customer support via live video chat (Zoom, Webcam) for diverse customer inquiries.
- Diagnose and resolve technical issues, account-related questions, and product usage problems with patience and clarity.
- Guide customers through step-by-step solutions, screen sharing, and visual demonstrations as needed.
- Maintain a professional and empathetic demeanor during all customer interactions.
- Accurately document all customer interactions and resolutions in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Stay informed about product updates, service changes, and support best practices.
- Meet and exceed key performance indicators (KPIs) for customer satisfaction and efficiency.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a proven ability to build rapport and trust quickly.
- Proficiency with video conferencing tools (e.g., Zoom, Google Meet, Microsoft Teams) and a comfort level appearing on camera.
- Ability to troubleshoot common technical issues and explain solutions clearly to non-technical users.
- High-speed, reliable internet connection and a quiet, dedicated home workspace.
- Strong problem-solving abilities and a proactive approach to customer service.
- Basic computer literacy and comfort with CRM software and general office applications.
Preferred Qualifications
- Previous experience in a customer support, call center, or technical support role.
- Experience with various operating systems (Windows, macOS) and mobile devices (iOS, Android).
- Familiarity with help desk software and ticketing systems.
- A passion for technology and a commitment to continuous learning.
- Multilingual abilities are a plus, but not required.
Perks & Benefits
- 100% Remote Work flexibility – work from anywhere in British Columbia!
- Comprehensive health, dental, and vision benefits.
- Paid time off and holiday pay.
- Performance-based incentives and bonuses.
- Opportunities for career growth and professional development.
- Employee assistance program and wellness initiatives.
- Supportive and inclusive company culture.
- Employee discounts on TELUS products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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