Technical Support Executive

TELUS Digital; Dadri; On-site; INR 405,000 - 495,000; Full time

Benefits offered by this job

Salary 4.5 LPA

Medicare

Two-way cab

Medical insurance

Life insurance

Job summary

TELUS Digital in India (Dadri) is seeking a client-facing technical specialist to resolve complex customer issues and collaborate with engineering on root causes. The role requires strong English communication, cloud troubleshooting capabilities, and a proactive, customer-centric approach.

You will work with customers and partners’ developers and support staff, report bugs via JIRA, and may include irregular shifts. Experience with SLAs and ticketing systems is preferred.

Qualifications

• 1+ years in a client-facing technical role, preferably cloud troubleshooting.
• Experience supporting SLAs via ticket systems such as Zendesk.
• Excellence in task prioritization and urgency evaluation.
• Advanced time management and workflows to increase troubleshooting efficiency.
• Ability to empathize with customers and focus on customer experience.
• Technical background including REST APIs.
• Experience with top-tier customers.
• Experience using JIRA, Confluence, and Airtable.

Responsibilities

• Collaborate with customers' and partners' developers, architects, and support to resolve problems with potentially costly and far-reaching consequences.
• Use strong technical and diplomatic skills to address customer issues and provide feedback.
• Collaborate with teammates and Engineering teams including filing JIRAs to report reproducible bugs.
• Be ready to assist customers, may require irregular shifts including weekends/holidays.

Skills

English fluency

Client-facing tech experience

Troubleshooting cloud solutions

Prioritization & urgency

Time management & workflows

Empathy for customer experience

Technical background

REST APIs

Tools

JIRA

Confluence

Airtable

Job description

Role & 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.

Preferred candidate profile

• 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 customers shoes and demonstrated dedication to the customer experience.
• 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.

Perks and Benefits

• Salary up to 4.5 LPA
• Medicare Facilities.
• Both side cab facilities
• Medical Insurance
• Life Insurance