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    Technology Analyst II - Calgary, Canada - TELUS

    TELUS
    TELUS Calgary, Canada

    2 weeks ago

    Telus background
    Full time
    Description

    Description

    Create awesome experiences for our customers

    Our team and what we'll accomplish together

    SkyHawk by TELUS is a leading provider of in-vehicle mobile software solutions for commercial and government fleets, which has been in business since 2003 and is rapidly expanding its business in Ontario and US markets. We are actively seeking a Technology Analyst II who will be able to quickly contribute to building our Customer Care team. The ideal candidate should really love technology and be passionate about delivering exceptional customer service. excellence.

    What you'll do

    As a Technology Analyst, your role is to provide superior technical support and customer services to our customers. You will support both the ConnectAnywhere web-based software application and multiple GPS hardware devices utilizing cellular and satellite networks. 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 SkyHawk team of software/hardware engineers 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.

  • Telephone, email and remote support for customers for all SkyHawk 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 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 7 am and 7 pm, Monday to Friday.
  • On-call shifts may be required

    • Qualifications

    What you bring

  • Bilingual (English/French)
  • 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
  • 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-haves

  • 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 ( 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
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