Tracking Platform Specialist (CSR - Entry) - Back Office

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 supportMaintain a high level of communication with peers to ensure consistency in how escalations are handledDevelop and maintain strong relationships with customers, understanding their business needs and objectivesMonitor customer health proactively, identifying opportunities for engagement and upselling additional features or servicesCollect and analyze customer feedback to contribute to product development and improvement initiativesPivot to assisting queues with more complex request types and other queues when priority queues are empty, or as neededWork closely with the management team and be a resource for backlog monitoring, management and recoveryParticipate in pilots, experiments, and testing of process updates prior to global rolloutConduct regular check-ins and business reviews with customers to ensure they are achieving their goalsCollaborate with Sales, Product, and Support teams to address customer needs and feedbackParticipate in the further development of this pioneer role in our vertical
Core competencies:Giving supportFocusing on customersEmbracing technologyManaging self-development
Functional competencies:English B2 - Required - Oral and written comprehension and an appropriate use of language.Exceptional communication skills in English; proficiency in Spanish and English is a strong asset Critical ThinkingTech-savvy with a strong understanding of SaaS platforms and customer engagement toolsPassion for customer success and a commitment to delivering exceptional serviceProven ability to manage multiple accounts and projects simultaneously with attention to detailStrong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholderMultitasking, proficient in using the internetKnowledge of customer engagement best practices and strategies
Qualifications:Experience in account management and customer success is essentialProven track record of meeting and exceeding customer satisfaction goalsA minimum of 1 year of experience in a customer-facing role within the SaaS industryExcellent computer skills, a willingness and an eagerness to excel at technical systemsPossess a high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalismBe prepared to work full-time hours on a schedule that includes evenings, weekends and holidaysBe committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new thingsAvailible to work on-siteIf you're an internal team member, remember to check the internal requirements
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.