Basic Information

Ref number

Req_00063476

Primary Location

Dublin - Point Village

Description and Requirements

This is a unique opportunity to join TELUS International and be part of the team that really makes a difference. Our clients are amazing and world leading in delivering beautiful customer experiences. You will get to work with smart and genuine people, in a friendly and multicultural environment that motivates you to give the best of yourself and help you to build a career.  We believe in supporting  talent  and encouraging our employees to grow and succeed.

Our Partnership with Project Chameleon gives you a unique opportunity to become a part of the global team that focuses its attention on positively impacting  experiences that customers have when interacting with the social media platform. The team will conduct chat, email, and phone support for small and medium sized companies that advertise on the client’s platform. You will provide specialized product and tool support for the client’s advertising pixel code to improve their advertisers experience.

As a Technical Specialist role you will manage customer interactions to increase customer satisfaction and improve service quality, specifically for technical integration on the advertisers’ webpages. You will provide technical onboarding solutions according to the Service Level Agreements and the quality and quantitative standards set, by ensuring that the advertisers’ questions and issues are resolved.

You will help support and expand the client’s self-serve advertising customer base and will demonstrate the value of the client’s advertising solutions and provide pre- and post-sales support for all self-service products, primarily supporting integration of eCommerce tracking capabilities on their advertising customer web platforms. 

Key responsibilities:

  • Provide excellent customer support to SMBs via email, chat, and phone (primarily outbound calls)

  • Consistently meet and exceed client KPIs

  • Satisfy customer expectations in a way that also complies with best practice

  • Demonstrate empathy by listening attentively to customer concerns.

  • Maintain high customer satisfaction ratings and adhering to service level agreements

  • Apply web development and coding skills to improve advertiser experience and return on advertising dollars

Requirements:

  • Fluency in English 

  • Minimum 1 year of Technical Support experience

  • Minimum 1 year of experience in reading and modifying HTML, CSS, XML, and/or JavaScript in an advertising context (preferably)

  • You need to be available to work between 12pm - 12am - the working hours will be 5 days a week 8.5 hour days.


Preferred Qualifications

  • Bachelor’s Degree

  • 1+ years working in a Digital marketing/sales organization

  • 1+ years working with online advertising products and social media

  • 6+ months experience with digital marketing tracking

  •  Experience providing customer support experience using a CRM platform such as Salesforce or Zendesk

Professional Skill Requirements

  • Passionate about providing high quality customer support

  • Excellent verbal and written communication proficiency with high attention to detail

  • Ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries

  • Flexible and quick learner, able to adapt to continuously evolving client needs and product changes

  • Self-driven with attention to detail and follow-through

  • Professional customer service skills: solutions mindset, helping nature passion for the customer and customer experience

  • Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly

  • Ability to multitask and work under pressure and follow a defined escalation path

  • Exceptional grammar and typing accuracy skills

  • Ability to prioritize tasks and work independently

  • Great judgement and ability to problem-solve both with peers and independently

  • Excellent troubleshooting and problem-solving skills

  • Excellent listening and interpersonal skills

  • Excellent computer skills

  • Dedication to continuous improvement and customer service excellence

  • Demonstrated teamwork and collaboration in a professional setting

We offer:

 ⧫ Stable job - permanent employment contracts, ⧫ Great rewards for referring your friends: consistent bonuses and prizes ⧫ International career - regular training and international career opportunities ⧫ Multilingual exposure - improve your spoken and written language skills ⧫ Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our ‘relax’ and ‘play’ areas! ⧫ Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long ⧫ Private medical insurance coverage (tenure based) – we work with one of the best suppliers - VHI where you will benefit from a Professional Package ⧫ Bike to work tax relief ⧫ Pension scheme ⧫ Maternity and Paternity leave ⧫ Free breakfast - cereals, fruits, juices ⧫ Free onsite therapies (Massage, Reiki) ⧫ Subsidized city Centre staff car parking ⧫ Bus/Luas/Dart tax saver scheme

 

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:

          

●      We embrace change and initiate opportunity

●      We have a passion for growth

●      We believe in spirited teamwork

●      We have the courage to innovate


At TELUS International Ireland, we are committed to diversity and equitable access to employment opportunities based on ability


Additional Job Description

This is a unique opportunity to join the technical support team for one of the worlds biggest social media companies! Its an enjoyable and exciting role! Read more...

Required Language(s)
English