Technical Support Specialist

TELUS Digital; Dadri; On-site; INR 300,000 - 550,000; Full time

Job summary

TELUS Digital is seeking an IT Helpdesk professional to log, manage, and track technical tickets using Zendesk, Salesforce, Jira and ServiceNow. This role emphasizes timely resolution, root cause analysis, and strong communication.

Requires 1–3 years in a technical support or IT helpdesk role, hands-on ticketing experience, and excellent troubleshooting and communication skills.

Qualifications

• 1–3 years in technical support / IT helpdesk / customer-facing tech role
• Hands-on experience with ticketing tools (Zendesk / Salesforce / Jira / ServiceNow)
• Strong troubleshooting skills
• Good to Excellent communication skills (written + verbal)

Responsibilities

• Log, manage & track technical tickets via Zendesk / Salesforce / Jira / ServiceNow
• Investigate API-level issues, bugs & integration failures
• Perform root cause analysis (RCA) on customer-reported problems
• Route & redirect tickets to the right teams — Network, Billing, Engineering, Provisioning
• Ensure SLA compliance & timely ticket resolution
• Conduct quality checks on resolved tickets
• Maintain documentation & knowledge base entries
• Collaborate with cross-functional teams for permanent fixes

Skills

Troubleshooting skills

Communication skills

Tools

Zendesk

Salesforce

Jira

ServiceNow

Job description

Log, manage & track technical tickets via Zendesk / Salesforce / Jira / ServiceNow

• Investigate API-level issues, bugs & integration failures
• Perform root cause analysis (RCA) on customer-reported problems
• Route & redirect tickets to the right teams — Network, Billing, Engineering, Provisioning
• Ensure SLA compliance & timely ticket resolution
• Conduct quality checks on resolved tickets
• Maintain documentation & knowledge base entries
• Collaborate with cross-functional teams for permanent fixes

Must Have:

• 1–3 years in technical support / IT helpdesk / customer-facing tech role
• Hands-on experience with ticketing tools (Zendesk / Salesforce / Jira / ServiceNow)
• Strong troubleshooting skills
• Good to Excellent communication skills (written + verbal)