field Support analyst (3-month project)Telus International

Provides expedient and accurate technical support to all field technicians as the customers. Tracks and logs issues being assisted on through the appropriate tools provided to result to useful and accurate data for reporting and further troubleshooting needs.
When necessary, escalates complex customer interactions to the appropriate party as designated and identified for each issue, especially when these issues, concerns, complaints and queries are beyond one's jurisdiction and scope of knowledge.
Performs callbacks/return calls to customers when initial calls are received during system downtimes. Ensures that the necessary customer care/inbound interaction process and procedures are carried out in call backs.
Takes the initiative to be updated with the latest account information from the client by reading e-mail updates sent and attending recurrent training sessions. Ensures one's own understanding of account / program updates and applies this in daily work.
Acts as a team player, interacting with fellow analysts and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual/team performance and attaining individual / team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
Monitor one's own performance against established metrics and ensures attainment of these metrics to effect overall account / program success. Solicits feedback from fellow analysts and the Team Leader on how to improve current performance.
Maintains ownership and accountability for one's own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies and work behaviors and prepares oneself for higher responsibilities.