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TELUS Digital

Employment Tools Tracking Platform Specialist

Basic Information

Ref Number

Req_00150657

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

About the role

The Tracking Platform Specialist will be responsible for ensuring our customers maximize the value of our platform by providing exceptional support, guidance, and strategic insights. This role involves proactive customer engagement to drive satisfaction and retention, acting as the primary point of contact for customer needs and feedback.


Key Responsibilities

  • Serve as the main point of contact for customers, offering expert guidance and support.

  • Maintain a high level of communication with peers to ensure consistency in how escalations are handled.

  • Develop and maintain strong relationships with customers, understanding their business needs and objectives.

  • Monitor customer health proactively, identifying opportunities for engagement and upselling additional features or services.

  • Collect and analyze customer feedback to contribute to product development and improvement initiatives.

  • Pivot to assisting queues with more complex request types and other queues when priority queues are empty, or as needed.

  • Work closely with the management team and be a resource for backlog monitoring, management, and recovery.

  • Participate in pilots, experiments, and testing of process updates prior to global rollout.

  • Collaborate with Sales, Product, and Support teams to address customer needs and feedback.


Requirements

  • Experience: 1+ years of experience preferred in a customer-facing role within the Saas (Software as a Service) industry.

  • Minimum of B2 English Level, oral and written (CEFR).

  • Tech-savvy with a strong understanding of SaaS platforms and customer engagement tools.

  • Passion for customer success and a commitment to delivering exceptional service.

  • Schedule flexibility (evenings, weekends and holidays).

  • Proven ability to manage multiple accounts and projects simultaneously with attention to detail.

  • Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.

  • Legal Documentation:

    • NIT

    • DPI

Join our team and be part of a dynamic environment where you can develop your technical expertise and provide exceptional support to clients!

If you have any questions or comments about this open position, write to:

sourcing.recruitment@telusinternational.com
Language Reference
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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