Technical Customer Support Manager jobs in Nevada

Responsibilities:

• Provide inbound call support and troubleshooting for complex, high-end, customer automation systems and tools
• Reply to inbound customer inquiries, issues, or complaints related to:
• online websites
• linking to shipping label platform
• web services
• troubleshooting APIs, location, loading tracking numbers into the server
• Provide remote-assistance to customers for technical issues using screen sharing, mouse and keyboard control, and other available tools
• Use knowledge base and available tools to resolve transactions
• Build professional relationships and rapport with customers in order to deliver exceptional customer experiences
• Meet established individual and team performance targets, which include productivity, customer service, quality standards, and any other metrics the business deems necessary
• Contribute to a diverse team within a fast-paced and constantly changing environment
• Maintain adequate proficiency in products and platforms supported as well as ensure current knowledge of all new and updated policies and procedures
• Communicate with management, team members, and other teams regarding problems, solutions, and trends
• Have the ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Minimum of 2-3 years of interactive customer service experience
• Strong computer navigation skills
• Demonstrate technical aptitude, troubleshooting and good understanding of common computer hardware and web-based software platforms
• Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer
• Ability to efficiently communicate technical issues and technical terms to tech-savvy customers
• Outstanding active listening and comprehension skills

• Ability to analyze problems/inquiries and research all possible solutions using all available tools
• Ability to evaluate options and provide alternative solutions in the face of pressure and time constraints
• Ability to duplicate complex issues and document findings in detail
• Exceptional retention of data and concepts
• Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time
• Ability to make decisions when there is a level of ambiguity
• Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
• Familiarity with mobile apps technology including downloading, accessing, basic troubleshooting, etc.
• Resourceful in finding answers while using available tools, best practices, and creative thinking
• Strong resilience and tenacity to overcome challenging situations with customers and effectively problem solve
• Ability to self-manage and take ownership of assigned tasks
• Ability to type a minimum of 30 WPM
• Ability to work flexible shifts and sit for long periods of time

• Professionalism with the ability to work among diverse personalities

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 5:00 am to 7:00 pm PST Monday through Saturday. Training hours range from 8:00 am to 7:00 pm, Monday through Friday up to 6 weeks (subject to change based on business needs)

• High school diploma or equivalent
• Successful completion of a nationwide criminal background check

Preferred Experience, Skills & Competencies:

• General knowledge of programming is a plus
• Knowledge of specific programming languages is a plus; no certifications required

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork