L2 Functional Support Analyst

Join our team

TELUS Agriculture & Consumer Goods (TAC) 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’ll make and what we’ll accomplish together

The candidate will be the bridge between the client (Internal and external) incidents / inquiries and the multiple key team members within the global organization involved in the incident management flow with focus on functional assessment. This role requires ownership of tickets reported by the client from assignation, till the successful handover for Client's validation (including acknowledgement). When needed, after functional assessment of the incident, the position holder will cooperate with technical experts, consultants, L1 / L2 reps, client and other sources to validate and / or confirm the assumptions and facts.

The successful candidate is responsible for the direct analysis and potentially, tasks and actions related to it, including but not limited to : Replication, Master data validation, configuration, business case, reported by the client and / or L1 / L2 rep, putting always the resolution and satisfaction of the customer as the highest priority, requiring flexible business hours.

The goals of target of this position include :

• Ensure tickets assigned to the designated queue are analyzed under the internal ITIL based best practices - All tickets with Updates accordingly
• Ensure compliance with the SLAs accordingly - 85%+
• Ensure maintenance of a healthy and professional relationship with Support contacts from clients - 90%+ satisfaction via Surveys
• Ensure business continuity at functional level

Here’s how

What you bring to this role

Customer focused and results-driven

Job Information

Location - Remote

Employment Type - Full Time

Career Stream Level - S4

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. 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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