Customer Support Agent

About the Role

The Customer Support Agent role demands excellent customer service skills, focusing on prompt and accurate inquiry responses, effective troubleshooting, and timely case escalation. Successful candidates must be highly computer literate, proficient in AI productivity tools, and have prior experience with customer service platforms such as Zendesk, Intercom, or HubSpot.

Responsibilities

• Respond to customer inquiries via email promptly, accurately, and courteously.
• Provide clear, valid, and complete information using approved knowledge bases, tools, and processes.
• Record customer complaints, issues, and relevant case details for follow-up and investigation.
• Meet daily productivity and quality targets.
• Escalate cases according to defined procedures when required.
• Follow standard communication guidelines and policies at all times.
• Support continuous improvements through reporting common customer issues, patterns, and feedback.
• Attend team meetings, training sessions, and coaching sessions when scheduled.

Qualifications

• Excellent English skills, especially in writing and reading (English B1 required).
• Good computer skills (familiar with MS Office & Google applications).
• Proficient in leveraging AI tools to optimize productivity and streamline workflows.
• Experience with customer service software/platforms is required, with a preference for knowledge of Zendesk, Intercom, and HubSpot.
• Familiarity with basic troubleshooting steps for application or feature issues across iOS/Android devices.
• High attention to detail and accuracy in writing.
• Ability to work independently and in a team.

About the 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.

Additional Information

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.