Technical Support Representative- Senior

Technical Support Representative

**Before applying, please ensure that you share your most up-to-date information in your resume. This information may be part of the decision to continue with your candidacy during the initial reviews.**

What Is This Role About?

As a Technical Support Representative, you'll apply critical thinking and problem-solving skills to manage complex end-user support cases. With an expert-level understanding of a SaaS service (Canvan Platform), you'll navigate intricate workflows, integrations, automations, APIs, and more. Collaboration with internal teams ensures seamless communication and high-quality resolutions

Main Responsibilities:

• Conduct in-depth troubleshooting and resolve complex client inquiries through our main support channels
• Investigate root causes of issues, isolating problems and referencing technical documentation
• Collaborate with business and engineering teams for transparent communication and efficient issue resolution
• Develop regular reports to gauge platform health and quality
• Work closely with higher support tiers to enhance Monday.com products
• Other related tasks as assigned, with schedule flexibility being mandatory

Mandatory Requirements:

• Schedule flexibility - Required
• Able to work onsite - Required
• English B2 - Required
  • Oral and written comprehension and an appropriate use of language
  • Exceptional communication skills in English

Qualifications:

• Leadership qualities with a positive attitude, empathy, and high energy
• Ability to take initiative, adapt, and multitask effectively
• Excellent interpersonal skills, commitment to customer experiences, and the drive to resolve issues
• Creativity, innovation, proactive ownership, and accountability
• Efficient decision-making, problem-solving skills, and management abilities
• Technical experience with CSS, Javascript, HTML, API -REST, JSON, SQL, and SaaS
• Experience with inspecting and diagnosing web and mobile applications (iOS & Android)
• Proficiency in English (B2 level), G-suite, and experience with quality processes
• Preferred qualifications include a Bachelor’s degree in Systems Engineering, or equivalent, graduation from Basecamp, and 2+ years of technical support experience, preferably in B2B and SaaS products

Note: if you are an internal team member at TELUS Digital, you must comply with internal requirements.

Disclaimer

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.