Application Support Specialist

TELUS Digital; Dadri; On-site; INR 450,000 - 650,000; Full time

Job summary

TELUS Digital is seeking an Application/Production Support specialist in India, Uttar Pradesh, Dadri. The role involves handling a high volume of tickets, prioritizing issues, and coordinating with customer teams. Immediate joiners with 1–3 years in client-facing technical roles are preferred.

The position is 100% onsite with rotational shifts, including nights and weekends. Strong English communication, ticketing experience, and collaboration with product/engineering teams are essential.

Qualifications

• Fluent in English, both oral and written.

Responsibilities

• Address customer issues and provide feedback to product and engineering teams.
• Collaborate with customers' developers, architects, and support personnel to resolve problems.
• File JIRAs to report reproducible bugs and coordinate with teams.
• Be prepared to work irregular shifts, including weekends/holidays.

Skills

Client-facing

Troubleshooting

Time management

Prioritization

Communication

REST APIs

Cloud solutions

Tools

Zendesk

Jira

Confluence

Airtable

Job description

Shift: Rotational Shift (including night shift and rotational weekends)

Working Mode: 100% Onsite

Note: Strictly looking for immediate joiners with 1-3 years of experience as Application OR Production Support.

Description:

They will deal with a generally high volume of tickets, 30+ per day, with a varying level of effort. Some need simple replies and others need more time investigating.

Responsibilities:

In this role, you will:

• BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to client’s product and engineering teams.
• WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.
• EMPOWER OTHERS: Collaborate with your teammates and the client's Product and Engineering teams, including filing JIRAs to report reproducible bugs.
• RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).

Required:

• Fluent in the English language (both oral and written)
• 1+ years’ experience in a client-facing technical role, preferably the ability to understand and troubleshoot issues with cloud solutions.
• Supporting customers with service level agreements (SLAs), preferably in hours, utilizing a ticket system such as Zendesk.
• Excellence in task prioritization and evaluation of situational urgency.
• Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Enthusiasm for interacting and collaborating with other departments within client in your search for the solutions our customers need
• Coming from a technical background
• Experience working with top-tier customers.
• Experience working with REST APIs.
• Experience working with JIRA, Confluence, Airtable and other project tools.