Basic Information
Ref Number
Req_00159778
Last day to apply
10-Jun-2025
Primary Location
GT - Guatemala - Pradera West
Country
Guatemala
Work Style
Hybrid
Description and Requirements
We're seeking a Technical Support Analyst to join our expanding Customer Experience team. Our top-of-the-industry platform represents the continued effort towards building an amazing product and providing the best customer service to our users.
What Is This Role About?
As a Technical Support Analyst, you'll apply critical thinking and problem-solving skills to manage complex end-user support cases. You'll navigate intricate workflows, integrations, automations, APIs, and more. Collaboration with internal teams ensures seamless communication and achieves resolution of the most complex issues.
Please note that this is a hybrid position of 3 days/week in our Pradera West office.
Main Responsibilities:
- Conduct in-depth troubleshooting and resolve complex client inquiries through our main support channels.
- Investigate root causes of issues, isolating problems and referencing technical documentation based on a thorough platform investigation
- Collaborate with business and engineering teams for transparent communication and efficient issue resolution.
- Develop regular reports to gauge platform health and quality.
- Work in close partnership with higher support tiers to enhance platform’s functionality in benefit of the customer
- Other related tasks as assigned will be performed taking into account that schedule flexibility is mandatory.
Qualifications:
- Leadership qualities with a positive attitude, empathy, and high energy.
- Ability to take initiative, adapt, and multitask effectively.
- Excellent interpersonal skills, commitment to customer experiences, and the drive to resolve issues.
- Creativity, innovation, proactive ownership, and accountability.
- Efficient decision-making, problem-solving skills, and management abilities.
- 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
- Technical experience with CSS, Javascript, HTML, API -REST, JSON, SQL, GraphQL API and SaaS
- Knowledge of Single Sign-on including OAuth, SAML, and SCIM
- Ability to reproduce customer issues, perform initial triage and collaborate with development teams to bring resolution
- Experience with inspecting and diagnosing web and mobile applications (iOS & Android).
- Proficiency in English (High B2 level), G-suite, and experience with quality processes.
- Preferred qualifications include a Bachelor’s degree in Systems Engineering, or equivalent, and 2+ years of technical support experience, preferably in B2B and SaaS products.
Ready to Join Us?
If you're enthusiastic about providing exceptional technical support in a dynamic remote environment, we'd love to hear from you! Apply now and become part of our team dedicated to delivering outstanding customer experiences with Telus Digital.
Additional Job Description
Provide advanced technical support by resolving complex issues involving APIs, integrations, and automations, while collaborating with internal teams for effective solutions.
| 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.
