Operations Technical Support Representative (Social Care)

Description

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Last day to apply: October 23, 2026 About The Role The Social Support Specialist is the public-facing voice of technical customer care across global social media channels. Operating at the intersection of technical triage, brand reputation, and real-time community engagement, this role addresses customer inquiries, investigates service issues, and delivers clear, human resolutions for the client's tool users. The specialist turns friction into advocacy while maintaining brand voice and high accuracy under public scrutiny.

Responsibilities

• Monitor, diagnose, and resolve technical issues reported across public forums and social channels, translating complex enterprise cloud concepts into accessible, actionable guidance
• Manage sensitive customer complaints and high-visibility discussions with sound judgment, de-escalating frustration while maintaining organizational transparency and security boundaries
• Deliver empathetic, conversational, and tailored interactions that reflect brand tone—moving away from robotic script templates toward authentic human engagement
• Synthesize recurring customer pain points and community sentiment across platforms to inform product roadmaps, documentation improvements, and internal troubleshooting guides
• During and after events or outages, needs to write up a comprehensive report
• Carry out research or other ad-hoc activities, such as a competitive analysis and proactively improve the program, eg. workflows, CRs, documentations
• Raise the flag about possible outages or widespread issues that can affect several clients
• Ensure that client requests are properly prioritized to prevent high impact to customer operations

Requirements:

• Empathetic communication with users
• Strong emphasis on soft skills through written communication: patiente, adaptability, professionalism
• Schedule flexibility

Skills:

• Foundational knowledge of GCP and Google Workspace, with the capacity to learn new product features at a rapid pace
• Proven ability to quickly diagnose technical issues by connecting disparate data points to understand the full context of a customer’s complaint, in a high-pressure, real-time environment
• Ability to exercise sound judgement in navigating and resolving sensitive situations while maintaining solid attention to detail and accuracy
• Native-level fluency in written English with a mastery of empathetic tone required for global social media engagement
• Exceptional ability to distill complex Google Cloud and Workspace technical concepts into concise, conversational, and "human" instructions
• Natural ability to embody the Account’s voice and tone, ensuring every interaction feels like a conversation, not a transaction

Knowledge:

• Deep, practical understanding of social media ecosystems (X, LinkedIn, Facebook, Reddit, etc.), including platform-specific engagement norms
• Advanced proficiency with social media management tools (e.g., Sprinklr, Khoros, BrandWatch)
• Active certification in Google Workspace or Google Cloud (GCP) - Desirable
• Creativity and passion for Social Media; e.g., team members have their own X handle
• Strong verbal and written communication skills, including the ability to translate complex ideas into user-friendly, conversational communications and instructions

Studies & Experience:

• BA/BS degree preferred, preferably in Communications or Marketing
• 1 year of prior technical support experience, preferably in Enterprise Software
• Marketing & Web design - Desirable

Note: If you're an internal team member at TELUS Digital, please consider complying with internal requirements before applying.

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.

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.

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