About the Company
TELUS is a dynamic, world-leading communications and information technology company with a global reach. We believe in putting our customers first, leveraging technology for good, and empowering our team members to innovate. Join us in connecting Canadians and shaping a better future through advanced network solutions.
Job Description
We are seeking a dedicated Concentrix Connectivity Specialist to join our team in Calgary. In this vital role, you will be the frontline expert for Wi-Fi and network support, ensuring seamless connectivity for our customers. You will diagnose and resolve complex technical issues, provide exceptional customer service, and contribute to the ongoing reliability and performance of our advanced network infrastructure. This position requires a strong technical aptitude, problem-solving skills, and a commitment to customer satisfaction.
Key Responsibilities
- Provide advanced technical support for Wi-Fi networks, routers, modems, and other connectivity devices.
- Diagnose and troubleshoot complex network issues, including connectivity problems, speed degradation, and signal interference.
- Guide customers through setup processes, configuration changes, and basic network optimizations.
- Document all customer interactions, technical details, and resolution steps accurately in CRM systems.
- Escalate unresolved issues to senior technical teams when necessary, providing comprehensive problem summaries.
- Stay up-to-date with new technologies, products, and services related to Wi-Fi and networking.
- Contribute to the continuous improvement of support processes and knowledge base articles.
- Collaborate with cross-functional teams to identify root causes of recurring issues and implement preventive measures.
- Educate customers on best practices for network security and performance.
Required Skills
- Minimum of 3 years of experience in technical support, specifically with Wi-Fi and network troubleshooting.
- Proficient understanding of TCP/IP, DNS, DHCP, and other networking protocols.
- Strong knowledge of various Wi-Fi standards (e.g., 802.11a/b/g/n/ac/ax) and security protocols (WPA2/WPA3).
- Experience with router configuration, firewall settings, and network diagnostics tools.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with a strong customer service orientation.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in using CRM software and remote support tools.
Preferred Qualifications
- Relevant certifications (e.g., CompTIA Network+, CCNA, CWNA).
- Experience with fiber optic networks and VoIP technologies.
- Familiarity with smart home devices and IoT connectivity.
- Previous experience in the telecommunications industry.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision benefits.
- Employee stock purchase plan.
- Generous vacation and paid time off.
- Opportunities for career growth and professional development.
- Access to cutting-edge technology and training.
- Employee discount on TELUS products and services.
- Wellness programs and resources.
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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