About the Company
TELUS is a dynamic, world-leading communications and information technology company, committed to putting customers first. We leverage our technology to create a better future, connecting Canadians with the people, resources, and information they need. Our team members are dedicated to driving innovation and delivering exceptional service, whether in the field, in the office, or remotely.
Job Description
We are seeking a highly motivated and detail-oriented individual to join our team as an Online Helpdesk Ticket Router. This is an entry-level, 100% remote position perfect for someone looking to start their career in IT support. You will be the crucial first point of contact for incoming support requests, responsible for accurately categorizing, prioritizing, and assigning tickets to the appropriate technical teams. Your ability to understand user issues and efficiently direct them will be key to ensuring smooth and timely resolution for our customers.
Key Responsibilities
- Monitor incoming helpdesk tickets from various channels (email, web portal, chat).
- Accurately categorize and tag tickets based on issue type, urgency, and affected systems.
- Prioritize tickets according to predefined service level agreements (SLAs).
- Assign tickets to the correct technical support teams or individual specialists.
- Verify and update customer information in the ticketing system as needed.
- Provide basic initial responses to users, confirming receipt of their request and outlining next steps.
- Escalate critical or urgent issues immediately to senior support staff.
- Maintain clear and concise documentation within each ticket.
- Collaborate with other IT teams to ensure proper ticket flow and resolution.
- Adhere to established helpdesk procedures and best practices.
Required Skills
- Excellent written and verbal communication skills.
- Strong organizational and time management abilities.
- Proficiency with basic computer applications (email, web browsers, office suites).
- Ability to learn new software and systems quickly.
- Detail-oriented with a high degree of accuracy.
- Problem-solving aptitude and a proactive approach.
- Reliable internet connection and a quiet home office environment.
Preferred Qualifications
- Previous customer service experience in any industry.
- Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk, Jira).
- Basic understanding of common IT concepts (e.g., operating systems, network basics).
- Certification in IT Fundamentals (e.g., CompTIA IT Fundamentals+) or similar.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision benefits.
- Access to ongoing training and professional development resources.
- Opportunities for career advancement within a leading tech company.
- Generous paid time off and holidays.
- 100% remote work flexibility.
- Employee assistance program.
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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