Technical Support Representative– Entry

TELUS Digital; Makati; On-site; PHP 300,000 - 600,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Troubleshooting

Customer communication

Documentation familiarity

Bug filing

Team collaboration

Leadership

Tools

Chrome DevTools

Public Issue Tracker

Job description

Onsite Opportunity in McKinley Exchange Site

Focus Area: Ensures customer success for Platform customers, with a technical background, and appetite to drive change. Customer facing: Cases, Chat, Consults, Escalations and Issues management;

Responsibilities:

• Ensure customer success by answering and resolving technical support cases from (typically) valued customers via email, chat, and web, adhering to our response SLAs and maintaining a high level of customer satisfaction.
• Have or develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation in order to ensure customer success.
• Contribute to team efficiency by understanding and consistently adhering to support processes for: case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
• Reproduce customer problems in order to file effective bugs and resolve customer issues
• Improve product quality by independently and consistently adhering to team processes for filing bugs and feature requests.
• Provide feedback to teams by adhering to established processes for filing product and documentation bugs, and/or feature requests, occasionally with guidance from higher levels.
• Ability to write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points.
• Appetite to drive change in tools, processes, and products to eliminate pain points at their root.
• Good troubleshooting skills.
• Ability to construct consults which are clear and actionable by level 2+.
• Performs 1:many support (StackOverflow, Public Issue Tracker).

Qualities and Qualifications:

• Able to create code samples that are Short, Self Contained, Correct Example and which reproduce customer issues and/or demonstrate expected behavior of the API.
• Demonstrates initiative to help fellow teammates +others outside team (eg. AMs).
• Development: Coding (Tools and Demos), Fixing/identifying root cause fixes for bugs.
• Leadership, coaching.

Example activities:

• Maintain high level of CSAT rate (eg. 90+%).
• Maintain high level of cases resolved within our resolution targets (eg. 90%).
• Use Chrome Developer tools > JS console to find JS errors in customer’s website.
• Makes incremental updates to KB and/or public documentation.
• File a bug which contains proper steps to reproduce as well as a minimal sample which highlights the behavior bug being reported.