Customer Support Analyst - Consumer Goods Industry - Remote

Overview

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.

In Short

• Successfully foster client relationships to establish long-term partnerships and product utilization.
• Provide exceptional customer service to help resolve inquiries and/or concerns.
• Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and keep client updated 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.
• Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements.
• Analyze training needs, build appropriate learning solutions, select delivery methods, and work collaboratively to deliver training to customers.
• 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.

Requirements

• 3+ years of experience in customer support or similar roles.
• Consumer Packaged Goods (CPG) experience is preferred.
• Knowledge and experience in Trade Promotion Management.
• Knowledge of MS SQL database and database design.
• Ability to run ad-hoc query for troubleshooting.
• Passion for customer success and experience of achieving customer satisfaction with existing products.
• Clearly articulate and effectively write customer correspondence.
• Ability to troubleshoot issues and relaying 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 and other PC applications.
• Bachelor's degree or equivalent experience.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• 401k contribution (all benefits are subject to eligibility requirements and may be dependent on country of residence).