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