Job Description

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here's the impact you will make and what we will accomplish together

TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted and sustainable value chain that enables the most efficient production and logistics outcomes, while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that's traceable and clear to the end consumer.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses and move goods through supply chains with more accuracy, efficiency and profit to get the right products to shelf, at the right time and at the right price, creating more sustainable production and consumption outcomes.

Here's How

• Actively engage with customers after ticket creation 
• Establish communication with Customers and identify any gaps in information which may lead to quicker resolution. 
• Triage ticket and identify priority leveling based on contractual SLA agreements 
• Manage/resolve P1 tickets 
• Manage/resolve P2 tickets when able 
• Triage and assign P2+ priority tickets to appropriate team members 
• Provide exceptional customer service to help resolve inquiries and/or concerns.
• Ensure SLA metrics are met and not breached 
• Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and provide continual communication to customers throughout issue lifecycle. 
• Identify and investigate reoccurring issues, and work with product and engineering teams to ensure solutions that address root causes, mitigating reoccurrence. 
• Provide customer updates to Customer Success Managers and/or Account Managers for business review meetings. 
• Participate in User Acceptance Testing (UAT) of new features and enhancements. 
• Review and update/contribute new content to improve knowledge-based articles. 
• X-train, support, and backup team members.

What you bring to this role

• 3+ years of experience in customer support or similar roles. 
• Consumer Packaged Goods (CPG) experienceis preferred. 
• Passion for customer success and experience in achieving customer satisfaction with existing products. 
• Clearly articulate and effectively write customer correspondence. 
• Ability to troubleshoot issues and relay information in a digestible way to customers.
• Expert at juggling and appropriately prioritizing competing demands and managing time.
• Ability to work independently. 
• Knowledge of Google Workspace, Windows, Word, Excel, and other PC applications. 
• Bachelor's degree or equivalent experience.

Job Information

Location - Remote
Employment Type - Full Time
Career Stream Level - S2

Due to the fact that this role is posted in different countries, please ask your recruiter about salary ranges because our salary ranges are determined by role, level, and location. Within that range, individual pay is determined by work location and a variety of factors, which may include but are not limited, as applicable, the qualifications of the particular applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held. All candidates are encouraged to apply.

Your recruiter can share more information about the specific salary range for your preferred working location during the hiring process.

In addition to your salary, TELUS Agriculture & Consumer Goods offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements and may be dependent on country of residence).

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn't matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes?

Together, let's make the future friendly.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process

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