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Incident Management Agent, Pharmacy Solutions, Level 2

Location: 

Montréal, QC, CA, H3B 1S6

Req ID:  48220
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

 

Position Overview:


At TELUS Health, our Incident Management team is committed to delivering top-tier customer service across our diverse lines of business. We offer critical support for front-line teams dealing with TELUS-owned infrastructure issues, ensuring comprehensive communication so stakeholders are consistently updated on incident status. By partnering with resolver groups, we guarantee rapid solutions to ongoing challenges.


As a Senior Technical Service Agent within the Incident Management Team, your role is pivotal to fostering collaboration across varying stakeholder groups, providing advanced support, mentorship, and feedback to front-line team members. Your efforts will culminate in enhanced customer satisfaction and operational excellence, while ensuring leadership is up-to-date on current infrastructure challenges.


Key Responsibilities:

 

  • Provide support to Tier 1 team members, sharing effective resolutions via live chat
  • Efficiently manage tickets escalated to Tier 2, returning or escalating as necessary
  • Execute tasks from management, ensuring timely updates
  • Manage account tickets during evenings and weekends as needed
  • Open incident tickets in Salesforce and issue alerts for infrastructure problems
  • Contribute to frontline queues, promoting a seamless environment for rapid customer inquiry resolution
  • Champion a cohesive team environment, fostering collaboration at all levels

 

 

Qualifications

Required Experience, Skills & Competencies:

 

  • 1+ years of interactive customer service experience
  • A passion for helping others, emphasizing empathy
  • Strong customer service skills with excellent written and verbal communication
  • Ability to communicate technical information effectively to customers
  • Capable of managing high volume escalations via phone and chat, thriving under pressure
  • Solution-oriented mindset
  • Technically savvy, with a knack for quickly learning new hardware/software
  • Aptitude for independently and collaboratively troubleshooting and resolving customer issues
  • Quick adaptability and embracing change
  • A strong work ethic, dependability, and flexibility; able to work any shift across 24/7 operations

 

Internal Requirements:

 

  • Must be part of the Payvider team within the Pharmacy Line of Business (LOB - Kroll)
  • Minimum 2-year tenure in current position, supporting 2+ LOBs
  • Meeting minimum performance requirements as set by Operations Leadership
  • No active Hint 2 or higher alerts

 

TELUS Values:


We value our customers and communities, embracing change, and innovating courageously. Success at TELUS comes through spirited teamwork, focusing on shared growth.


You’re the Missing Piece of the Puzzle:

 

  • Strong interpersonal and customer service skills
  • Team-oriented, thriving with minimal supervision
  • Proficiency in Microsoft Office, including PowerPoint and Excel
  • 3+ years of contact center experience
  • Post-secondary degree or equivalent education/work experience
  • Availability for shifts 24/7/365

 

Great-to-haves:

 

  • Knowledge of ITIL methodology
  • Experience in health-related IT infrastructure
  • Bilingual fluency in English & French (verbal and written)

 

 
Salary Range:  $54,000-$82,000
Performance Bonus or Sales Incentive Plan:  5%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members 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.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

 

 

 

 

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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