Technical Support Representative- Senior - TELUS Digital SV - SS

TELUS Digital; 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

Technical Support Representative- Senior - TELUS Digital SV - SS

Ref Number: ReqEG-1023

Primary Location: Santa Tecla

Time Type: Full time

Workstyle: Onsite

Category: Customer Experience (CX)

Job posted by

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

***Applicants should be available and willing to work on site***

*Immediate availability is required*

Position overview:

As a Tech Agent Tier 1, you'll be the frontline hero assisting customers with technical support needs via phone and chat. You'll combine attention to detail, critical thinking, and a tech-focused mindset to deliver solutions that inspire confidence and peace of mind. This role is ideal for individuals passionate about technology, problem-solving, and helping others through empathetic and informed service. You will also support customers by guiding them through the SimpliSafe ecosystem, helping them understand how their home security system works and how it protects what matters most.

Key responsibilities

• Champion Customer Safety: Deliver exceptional phone and / or chat support, achieving first-call resolution while ensuring a seamless customer experience.

• Troubleshoot with Precision: Apply strong technical skills and keen attention to detail to diagnose and resolve device, system, or connectivity issues.

• Think Critically: Use sound judgment and analytical thinking to assess problems, identify root causes, and develop clear, actionable solutions.

• Educate and Empower: Guide customers through system installations, device setup, and troubleshooting steps with patience and clarity.

• Collaborate and Improve: Partner with cross-functional teams to share insights that enhance processes, tools, and overall customer satisfaction.

• Stay Tech-Savvy: Keep up-to-date with SimpliSafe products, software updates, and home security innovations to provide informed, cutting-edge support.

Core Competencies

• Managing self-development

• Embracing technology

• Focusing on customers

• Giving support

Functional competencies

• Technical Proficiency: Strong understanding of consumer electronics, home security systems, and connectivity troubleshooting.

• Attention to Detail: Consistently ensures accuracy in communication, documentation, and troubleshooting steps.

• Critical Thinking: Demonstrates the ability to assess situations, think independently, and identify process improvements.

• Communication Skills: Clearly conveys complex information in an approachable and empathetic way.

• Adaptability: Thrives in a fast-paced, hybrid work environment while maintaining composure and professionalism.

• Customer Focus: Passionate about helping others and improving the overall customer journey.

Qualifications

• Experience: 2-3 years in customer service or technical support (phone or chat), with proven success in resolving customer technical issues efficiently. (Desireable)

• 1+ year of experience in the home security or technology-driven industry

• Prior experience supporting, smart home, or connected devices

• B2 oral and written English

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.