Technical Support Executive

TELUS International; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

TELUS International in India (Dadri) is seeking a customer-facing technical support professional to resolve issues for customers and partners. You will work with engineers to file reproducible bugs and provide clear feedback while managing SLAs and prioritizing tasks.

The role may require irregular shifts, including weekends and holidays, with emphasis on delivering a strong customer experience and efficient troubleshooting workflows.

Qualifications

• Fluent English in oral and written form.
• 1+ years in a client-facing technical role, preferably with cloud solutions.
• Experience supporting customers with SLAs using a ticket system.
• Strong prioritization and urgency evaluation.
• Excellent time management and workflow development.
• Ability to empathize with customers and maintain a positive experience.

Responsibilities

• Collaborate with customers', partners', and engineers to resolve high-impact problems.
• Apply technical and diplomatic skills to address customer issues and provide feedback.
• Coordinate with teammates and engineering to file reproducible bugs (JIRAs).
• Provide assistance to customers; may work irregular shifts including weekends/holidays.

Skills

Fluent English

Client-facing tech role

SLA management

Time management

Workflow development

Customer experience

Tools

JIRA

Confluence

Airtable

Job description

ROLES AND RESPONSIBILITIES

Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences.

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback.

Collaborate with your teammates and Engineering teams including filing JIRAs to report reproducible bugs.

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 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.

Desired

• 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.