Customer Support Specialist | Cork office… at TELUS Digital · Cork

You'll be supporting customers of one of the world's leading privacy-focused tech companies—working at the forefront of creating a safer, more private internet. In this role you'll be assisting customers via chats, email, SMS and phone, troubleshoot technical issues, explain privacy and security concepts in simple language, and make a real difference for our client’s customers every single day.

• Permanent employment contract
• Performance-based bonus
• Excellent career progression pathways and opportunities to advance your career
• Great rewards for referring your friends
• Multicultural work environment
• Modern office with relaxation and play areas.
• Onsite gym
• Free car parking
• Corporate Social Responsibility events and community projects
• Private medical insurance coverage (after 6 months tenure). 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
• Access to GP care and occupational health advisor
• Subsidized canteen

• Troubleshoot account, billing, login, subscription and product related issues

• Handle customer inquiries across multiple channels: chat, email, SMS, and phone channels
• Explain privacy and security concepts to customers in simple, clear language
• Escalating complex cases to specialist teams as required
• Document customer interactions thoroughly and maintain high quality ticket notes
• Follow internal workflows, SOPs, and escalation processes accurately
• Meet established performance expectations including quality, responsiveness, and customer satisfaction
• Collaborate with cross-functional teams to improve processes and customer experience
• Stay updated on product changes, workflows, and support processes
• Handle sensitive customer information with professionalism and care

• C1/C2 level of English (written and spoken)

• Experience working in a customer support/customer facing role is highly preferred

• Strong attention to detail and organisational skills: accuracy matters, especially when handling sensitive privacy related data

• High attention to detail and great organizational skills: Prior experience handling sensitive privacy related data is a distinct advantage

• Demonstrated communication and problem solving skills

• Prior experience in a call Centre environment is advantageous

• Ability to learn new tools, systems, and workflows quickly

• Interest in privacy, cybersecurity, and online safety is a bonus

Why Join Us?

If you're ready to launch your career with a company that invests in its people, values your contributions, and offers real growth opportunities, we want to hear from you.

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