[Hiring] Technical Customer Service Agent @TELUS

Role Description

As a Bilingual Technical Customer Service Agent I, you will have the ability to use your technical expertise and directly help retail pharmacy clients, dental offices, and patients nationwide. You will provide support via incoming calls/emails and help analyze, troubleshoot, and resolve issues. As an expert in your field, you must be available to work rotating shifts to support our clients. If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative team, then this job is for you!

What you'll do

• Perform first-level support for all incoming calls, emails, and tickets from TELUS Health clients
• Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received, while maintaining the highest degree of professionalism and service
• Document, troubleshoot, and resolve issues through the internal ticketing system
• Determine severity of issues and prioritize resolution/escalation
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Demonstrate excellent customer service skills and exceed customer expectations
• Preserve and grow your knowledge of help desk procedures, products, and services

Qualifications

• Bilingualism in French and English is a requirement
• Ability to support remotely software platforms in a Windows client/server ecosystem, computer hardware, as well as network environments
• Proficient in Microsoft (MS) Office Suite
• Ability to identify, diagnose, and resolve issues
• Demonstrates excellent customer service skills
• Superb communication skills
• Ability to thrive in a team environment
• Self-motivated with a thirst for knowledge
• Time management skills and ability to multi-task
• Call center or help desk experience is an asset
• Experience in an environment supporting both software and hardware issues is an asset
• Registered or Certified Pharmacy Technicians are an asset
• Experience working in a healthcare or health benefits/insurance environment is an asset
• Flexibility to work rotating shifts in a 7 am to 12 am ET environment 7 days a week

Requirements

• Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.)
• Interact in English with internal parties (colleagues, internal partners, stakeholders, etc.)
• Work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope

Benefits

• Our business is connecting Canadians.
• Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most.
• When you join our team, you’re helping us make the future friendly.
• We’re committed to diversity and equitable access to employment opportunities based on ability — your unique contributions and talents will be valued and respected here.