Senior Tech Support Specialist Onsite Home Security

TELUS Digital India; Ciudad de México; On-site; MXN 846,000 - 1,222,000; Full time

Job summary

TELUS Digital is seeking a Senior Technical Support Representative to provide frontline technical assistance via phone and chat for customers, including guidance on SimpliSafe ecosystems and home security systems.

On-site role requiring immediate availability and a focus on delivering confident, empathetic support while resolving issues and guiding customers through setup and installations.

Qualifications

• Technical knowledge of consumer electronics, home security systems, and connectivity troubleshooting.
• Excellent attention to detail in communication, documentation, and troubleshooting steps.
• Strong critical thinking to assess situations and propose improvements.
• Strong verbal and written communication in an approachable, empathetic way.
• Adaptability to a fast-paced, hybrid work environment.
• Passion for helping others and improving the customer journey.
• B2 oral and written English proficiency required.

Responsibilities

• Deliver exceptional phone and chat support, aiming for first-call resolution.
• Troubleshoot device, system, or connectivity issues with precision.
• Diagnose problems, identify root causes, and propose actionable solutions.
• Guide customers through system installations, setup, and troubleshooting steps.
• Collaborate with cross-functional teams to improve processes and tools.
• Stay up-to-date with SimpliSafe products and security innovations.

Skills

Technical Proficiency

Attention to Detail

Critical Thinking

Communication Skills

Adaptability

Customer Focus

English Proficiency (B2)

Job description

TELUS Digital is seeking a Senior Technical Support Representative to provide frontline technical assistance via phone and chat for customers, including guidance on SimpliSafe ecosystems and home security systems.

On-site role requiring immediate availability and a focus on delivering confident, empathetic support while resolving issues and guiding customers through setup and installations.