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Web Services Advisor

Basic Information

Ref Number

Req_00156385

Primary Location

GT - Guatemala - Torre Pradera

Państwo

Gwatemala

Description and Requirements

About the role

As a Technical Support Specialist, you'll apply critical thinking and problem-solving skills to manage complex end-user support cases. With an expert-level understanding, you'll navigate intricate workflows, integrations, automation, APIs, and more. Collaboration with internal teams ensures seamless communication and high-quality resolutions.


Key Responsibilities

  • Serve as the welcoming voice for new users, providing clear onboarding support for web services over the phone.

  • Walk customers through setup, account activation, and initial use of online work management tools with patience and expertise.

  • Collaborate with team members to address escalations and ensure a smooth start for every user.

  • Build confidence in clients by answering their questions and tailoring guidance to their workflow needs.

  • Identify patterns in calls to recommend ways to simplify the setup experience.

  • Collect user feedback during calls to suggest enhancements to onboarding processes and tools.

  • Step in to assist with detailed queries when call volumes increase, keeping transitions seamless.

  • Partner with leadership to resolve delays and maintain a steady support rhythm.

  • Follow up with users to confirm they're fully onboarded and comfortable with their web tools.

  • Work with Support teams to refine scripts and improve the overall user journey.


Requirements

  • Experience: 1+ years of experience preferred in technical support, web services, or related fields.

  • Work Modality: Must be flexible to work on-site.

  • Education: Minimum High School Diploma or equivalent certification required.

  • Language: English B2 Spoken & Written (CEFR).

  • Schedule flexibility (evenings, weekends and holidays).

  • 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

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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