Employment Tools Tracking Platform Specialist

About the role

The Tracking Platform Specialist will be responsible for ensuring our customers maximize the value of our platform by providing exceptional support, guidance, and strategic insights. This role involves proactive customer engagement to drive satisfaction and retention, acting as the primary point of contact for customer needs and feedback.

Key Responsibilities

• Serve as the main point of contact for customers, offering expert guidance and support.
• Maintain a high level of communication with peers to ensure consistency in how escalations are handled.
• Develop and maintain strong relationships with customers, understanding their business needs and objectives.
• Monitor customer health proactively, identifying opportunities for engagement and upselling additional features or services.
• Collect and analyze customer feedback to contribute to product development and improvement initiatives.
• Pivot to assisting queues with more complex request types and other queues when priority queues are empty, or as needed.
• Work closely with the management team and be a resource for backlog monitoring, management, and recovery.
• Participate in pilots, experiments, and testing of process updates prior to global rollout.
• Collaborate with Sales, Product, and Support teams to address customer needs and feedback.

Requirements

• Experience: 1+ years of experience preferred in a customer-facing role within the Saas (Software as a Service) industry.
• Minimum of B2 English Level, oral and written (CEFR).
• Tech-savvy with a strong understanding of SaaS platforms and customer engagement tools.
• Passion for customer success and a commitment to delivering exceptional service.
• Schedule flexibility (evenings, weekends and holidays).
• Proven ability to manage multiple accounts and projects simultaneously with attention to detail.
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.
• Legal Documentation:
  • NIT
  • DPI

Join our team and be part of a dynamic environment where you can develop your technical expertise and provide exceptional support to clients!

If you have any questions or comments about this open position, write to:

sourcing.recruitment@telusinternational.com

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 iXTM, 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.