Onsite Technical Support Specialist: Customer Success

TELUS Digital; Makati; Presencial; PHP 300.000 - 600.000; Jornada completa

Descripción de la vacante

TELUS Digital is seeking an onsite Customer Success Engineer to support Platform customers with a strong technical background. You will handle cases, chat, consults, escalations, and issue management while ensuring high CSAT and adherence to SLAs.

You will reproduce issues, reference documentation, file bugs and feature requests, and provide clear, actionable guidance. The role emphasizes improving products and processes to reduce customer pain points.

Formación

• Must be able to create short, self-contained code samples that reproduce customer issues or demonstrate expected API behavior.
• Demonstrates initiative to help teammates and others outside the team (e.g., AMs).
• Development: coding (tools and demos), fixing/root-cause analysis of bugs.
• Leadership, coaching.

Responsabilidades

• Address and resolve technical support cases via email, chat, and web in a timely manner.
• Direct customers to correct product documentation to ensure success.
• Adhere to support processes for case handling, escalations, hand-offs, bug filing, routing, and root-cause categorization.
• Reproduce customer problems to file effective bugs and resolve issues.
• Improve product quality by following processes for filing bugs and feature requests.
• Provide clear customer communications and outline troubleshooting steps with possible workarounds.
• Drive changes in tools, processes, and products to reduce customer pain points.
• Utilize Chrome DevTools and JS console to identify issues on customer sites.

Conocimientos

Troubleshooting

Customer communication

Documentation familiarity

Bug filing

Team collaboration

Leadership

Herramientas

Chrome DevTools

Public Issue Tracker

Descripción del empleo

TELUS Digital is seeking an onsite Customer Success Engineer to support Platform customers with a strong technical background. You will handle cases, chat, consults, escalations, and issue management while ensuring high CSAT and adherence to SLAs.

You will reproduce issues, reference documentation, file bugs and feature requests, and provide clear, actionable guidance. The role emphasizes improving products and processes to reduce customer pain points.