TELUS International is looking for a highly skilled and customer-focused Lead AI Data Solution Technical Support professional. This role requires a combination of technical expertise,leadership skills, and problem-solving capabilities to ensure high-quality service delivery. As a Lead, you will manage a team of technical support specialists, oversee complex issue resolution, and contribute to process improvements while ensuring seamless customer experiences.

If you have a strong technical foundation, logical thinking abilities, experience in managing support teams, and a passion for improving customer satisfaction, then this role is for you!

Responsibilities:

• Lead and mentor a team of AI Data Solution Technical Support professionals.

• Provide technical guidance and ensure the resolution of customer issues in a timely and professional manner.

• Conduct root cause analysis (RCA) on critical issues and implement preventive solutions.

• Collaborate with engineering and product teams to resolve complex technical problems.

• Develop and maintain technical documentation and knowledge base to improve incident triaging and resolution efficiency.

• Implement and improve incident management processes, SLAs, and escalation protocols.

• Ensure seamless communication between support teams, development teams, and stakeholders.

• Analyse customer issues to identify trends and propose product or process enhancements.

• Provide hands-on support for coding-related issues, debugging scripts, and database queries when needed.

• Train and guide team members in troubleshooting methodologies, coding best practices, and database management.