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Technical Customer Service Agent (Bilingual) - Pharmacy Support

Location: 

Montréal, QC, CA Toronto, ON, CA Ottawa, ON, CA Edmonton, AB, CA Calgary, AB, CA Rimouski, QC, CA Vancouver, BC, CA

Req ID:  53470
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Our team and what we’ll accomplish together

 

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 read on as 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 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 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 an asset
  • Registered or Certified Pharmacy Technicians an asset
  • Experience working in a healthcare or health benefits/insurance environment an asset
  • Flexibility to work rotating shifts in 7 am to 12 am ET environment 7 days a week
Salary Range:  $39,000-$73,000
Performance Bonus or Sales Incentive Plan:  5%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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 …
Job Type:  This is for future opportunities

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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