Overview
Role & Responsibilities
- Handle customer calls to identify service-related issues and provide the most suitable solutions while delivering high quality customer service.
- Diagnose and resolve basic network and modem related problems, including troubleshooting landline connectivity.
- Guide customers through common phone hardware and software configurations to help them maximize service functionality.
- Provide solutions and resources to address customer repair concerns.
- Communicate with customers over the phone to provide updates and confirm service restoration.
- Arrange technician visits for on-site service when required.
- Escalate complex technical concerns to higher-level technical support teams when necessary.
Preferred Candidate Profile
- 0 to 2 years of experience in internet troubleshooting within the BPO industry.
- Ability to work in a Microsoft Windows environment and manage multiple applications while troubleshooting.
- Experience handling ISP, internet and Wi-Fi related issues, including router and modem connectivity.
- Any graduate or postgraduate can apply.
- Fresh graduates are welcome to apply for the voice process role.
- Strong communication skills in English.
- Willingness to work in a 24x7 work environment.
Perks and Benefits
- Two-way cab facility within 35 km of the office location.
- Medical insurance coverage.
About the Company
TELUS Digital partners with leading global brands to transform customer experience. The organization combines data, technology, and human expertise to deliver improved customer journeys, operational efficiency, and scalable AI solutions.
With a global team of more than 78,000 professionals across 33 countries, TELUS Digital supports over 600 organizations worldwide. Its services include Data and AI, Digital Experience and IT, Customer Experience Management, and Trust and Safety solutions.
The company also offers Fuel iX, an enterprise grade generative AI platform designed to help organizations securely access and optimize leading large language models and scale AI from pilot to production.
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Key Skills
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Education Requirements
- Any Bachelor's degree
- Postgraduate degree
Eligible Batch Years
TELUS
TELUS is a leading Canadian telecommunications company headquartered in Vancouver, British Columbia. Founded in 1990, TELUS has grown into one of the largest telecom providers in Canada, offering a wide range of services including wireless, internet, television, and voice solutions to millions of customers. The company is known for its strong customer service focus, innovative technology adoption, and commitment to connecting communities across urban and rural areas.
With over 100,000 team members and contractors globally, TELUS operates not only in telecommunications but also through its TELUS Health and TELUS Agriculture divisions, which leverage technology to improve healthcare delivery and agricultural productivity. The company's mission emphasizes social impact, sustainability, and bridging the digital divide. In recent years, TELUS has been recognized for its leadership in 5G deployment, digital health innovation, and environmental stewardship, including achieving significant milestones in reducing its carbon footprint.
Company Details
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Websitetelus.com