Technical Support Specialist in Telus International

We establish strategic partnerships and work with leading global tech companies to offer the best solutions for digital and customer experience transformation

We are looking for a Technical Support Analyst to join our expanding Customer Experience team in Guatemala! There are a few things we take really seriously here: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it's incredibly unique (and fun) to provide support in an environment where the vast majority of interactions are so positive.

As a Technical Support Analyst, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more. You will partner with other developers to ensure high-quality handoff and communication.

• Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels.
• Manage and solve assigned cases by providing the best support solution given the client's needs.
• Investigate the root cause of issues by isolating the problem and searching application logs.
• Reference technical documentation and aid in building internal knowledge base content where gaps may be present.
• Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
• Develop regular reports to understand the health and quality of our platform.

• Experience in technical support; B2B and SaaS product is preferable
• Advanced English (High B1 - Solid B2)
• Experience with inspecting and diagnosing web applications, mobile applications (HTML/CSS)
• Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt

Bonus Skills

• Experience working with SaaS products, GraphQL APIs, Single Sign-on, and SAML is a plus