Senior Technical Support Representative - SimpliSafe

About the role

TELUS Digital is hiring a Senior Technical Support Representative (Tier 1) to act as the frontline support agent, helping customers with technical issues by phone and chat. The role focuses on guiding customers through the SimpliSafe home security ecosystem so they understand how their system works and protects what matters most. Applicants must be available and willing to work on site, with immediate availability required.

Key responsibilities

• Deliver phone and/or chat support with first-call resolution and a seamless customer experience
• Troubleshoot device, system and connectivity issues with strong technical skills and attention to detail
• Analyse problems, identify root causes and propose clear, actionable solutions
• Guide customers through system installation, device setup and troubleshooting steps
• Share insights with cross-functional teams to improve processes and tools
• Stay up to date with SimpliSafe products, software updates and home security innovations

Required profile

• 2-3 years of customer service or technical support experience (phone or chat), with proven success resolving technical issues (desirable)
• 1+ year of experience in the home security or technology-driven industry (desirable)
• Prior experience supporting smart home or connected devices (desirable)
• B2 level oral and written English
• Availability and willingness to work on site, with immediate availability

Required skills

• Strong understanding of consumer electronics, home security systems and connectivity troubleshooting
• Attention to detail, critical thinking and adaptability in a fast-paced, hybrid environment
• Clear, empathetic communication of complex information