Description

 

Our team and what we’ll accomplish together

 

As a Bilingual Technical Customer Service Agent I on our Health Benefits Management team, 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 environment, then read on as this job is for you!

 

What you’ll do

 

• Perform first-level support in English and French 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 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

 

What you bring

 

• Bilingualism in French and English is required
• Designation as a Registered or Certified Pharmacy Technician is a strong asset
• Experience working in a pharmacy, dental office or health benefits/insurance environment is highly preferred
• Proficient in Microsoft (MS) Office Suite
• Ability to identify, diagnose and resolve issues
• Demonstrates excellent customer service 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
• Flexibility to work rotating shifts in a 24x7 environment is required

 

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.

 

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

 

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.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.