Osnovne informacije
Referentni broj
Req_00179256
Primarna lokacija
IN - Noida - Candor Building 5
Zemlja
Indija
Vrsta posla
Business Process Outsourcing
Stil rada
On Site
Opis i zahtjevi
Role Overview:
As a Technical Support Executive, you are the backbone of our "Future Friendly Home" initiative. You will provide end-to-end technical solutions for our Canadian subscriber base, ensuring their high-speed fibre-optic internet and home services remain seamless. You will act as a consultant and technician, guiding users through the digital landscape with empathy and expertise.
Key Responsibilities:
- Expert Troubleshooting: Diagnose and resolve complex connectivity issues involving modems, WiFi routers, and fibre-optic network configurations.
- The "World-Class" Standard: Proactively identify customer needs and offer "Right Day, Right Way" solutions that enhance the overall user experience.
- Hardware Guidance: Lead customers through step-by-step hardware setups and software configurations for various telecommunications devices.
- Ownership & Resolution: Manage technical tickets from initial contact through to full restoration, providing regular status updates to ensure customer peace of mind.
- Strategic Escalation: Recognize and escalate high-tier infrastructure or network outages to the appropriate engineering teams.
- Knowledge Management: Contribute to internal documentation by recording unique resolution steps to help streamline future support interactions.
Preferred Candidate Profile:
- Experience: 0–5 years of experience in International Voice/Technical Support. (Freshers with a technical mindset are welcome).
- Technical Knowledge: Basic understanding of Networking (IP addresses, DNS, DHCP, and home router management).
- Communication: Fluent English (B2+ proficiency) with a focus on clear, jargon-free technical instruction.
- Logistics: Flexibility to work in a 24/7 rotational shift environment (essential for supporting our Canadian timezone).
- Education: Graduate or Undergraduate in any stream (Technical degrees like BCA/B.Tech are a plus).
Dodatni opis posla
We are seeking a dynamic Technical Support Executive to join our team in Noida. This role is dedicated to providing high-level technical troubleshooting for Canadian residential customers, focusing on ISP connectivity, modem/router configurations, and landline services. The ideal candidate is a tech-savvy communicator who can diagnose complex network issues while maintaining "world-class" customer satisfaction scores.
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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.
