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Web Support Specialist (Tech support)

Informații de bază

Număr ref

Req_00170216

Ultima zi de aplicare

30-Sep-2025

Locație principală

GT - Guatemala - Pradera West

Țară

Guatemala

Stil de lucru

Hybrid

Descriere și cerințe

About the role 

As a Technical Support Engineer, 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, automations, APIs, and more. Collaboration with internal teams ensures seamless communication and high-quality resolutions.

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.

  • Collaborate with business and engineering teams for transparent communication and efficient issue resolution.

  • Develop regular reports to gauge platform health and quality.

  • Work closely with higher support tiers to enhance company products.

  • Other related tasks as assigned, with schedule flexibility being mandatory.

Mandatory Requirements:

  • Schedule flexibility - Mandatory

  • Available to work on-site for training, and then three days a week in the office once in production - 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.

  • Technical knowledge with CSS, JavaScript, HTML, API -REST, JSON, SQL, and SaaS - Mandatory

  • Experience with inspecting and diagnosing web and mobile applications (iOS & Android).

  • Proficiency in English (B2 level), G Suite, and experience with quality processes - Mandatory

  • 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.

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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