Description
Role & responsibilities
Provide one-on-one technical support to customers through various channels (email, chat, phone, video calls)
Analyze and troubleshoot complex technical issues with personalized approaches based on customer skill level and context
Build and maintain strong relationships with assigned customers, understanding their unique workflows and requirements
Create customized documentation, guides, and tutorials for individual customer needs
Collaborate with product and engineering teams to escalate issues and communicate customer feedback
Proactively monitor customer accounts to identify and resolve potential issues before they impact operations
Conduct personalized onboarding sessions and training for new customers
Track and document all customer interactions in CRM systems
Contribute to knowledge base articles and internal support resources
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
1-3 years of experience in client-facing technical role, preferably the ability to understand and troubleshoot issues with cloud solutions
Supporting customers with service level agreements (SLAs), preferably in hours, utilizing a ticket system
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication abilities
Ability to explain technical concepts to non-technical users
Experience with ticketing systems and CRM platforms
Customer-focused mindset with high empathy and patience
Preferred candidate profile
Coming from a technical background
Experience working with top tier customers.
Experience working with REST APIs.
Experience working with JIRA, Confluence, Airtable and other project tools.
Basic understanding of Programming, Scripting & API Integration,
Perks & Benefits
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
