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Bilingual Technical Support Agent I - TELUS Health

Location: 

Ottawa, ON, CA Quebec, Quebec, CA Montreal, Quebec, CA Quebec City, Quebec, CA Toronto, ON, CA

Req ID:  406
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular

Description

 

Do you share our passion for:
 

  • Advocating for our customers’ needs and creating a personalized experience
  • Genuinely displaying humanity in every customer interaction
  • Being an exceptional communicator – listen, honest and clear
  • Getting things done by leveraging each other’s unique talents
  • Proactively adapting to meet the changing needs of our customers

 

Join our team! 


We have an exciting opportunity for a Bilingual Technical Customer Support agent (French/English) within the TELUS Health EMR support team! The TELUS Health EMR support team is an industry leader in the development and implementation of Electronic Medical Records (EMR) software solutions in Canada. As a Technical Customer Service Agent I you will have to ability to use your technical expertise and take initiative in troubleshooting and analyzing various aspects of the PS Suite Software system and various hardware items. You will work together with your team and supervisors to ensure clients receive the very best customer service while resolving their questions and issues in a timely fashion. The ability to communicate in French is desired.


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!

 

Here's the impact you'll make and what we will accomplish together…
 

  • Assist customers by answering questions by phone and email
  • Diagnose issues spanning products outside of your primary responsibility including third party software and multiple vendor OS and hardware environments
  • Identify and document product bugs and feature requests and work with internal support teams as well as the customer to effectively document the issue and implement solutions
  • Actively participate in the creation and continued evolution of content for the knowledge base
  • Adhere to Incident, Problem, Change and Service Management based on ITIL best practices
  • Provide over the phone training on ideal and/or recommended software and hardware use
  • Foster a collaborative environment which focuses on delivering timely resolution to client inquiries
  • Promote a cohesive, team environment throughout all levels of the help desk

 

Qualifications


You are the missing piece of the puzzle with…
 

  • Bilingual (French/English) is required
  • Strong interpersonal and communication skills
  • Strong problem-solving skills and an analytical mind
  • Punctual and reliable
  • Demonstrates excellent organizational and time-management skills
  • Familiarity with networking, data center systems and various hardware components
  • Ability to research using internal knowledge bases and public-facing documentation
  • Familiarity with Information Technology Infrastructure Library (ITIL) best practices
  • A demonstrated ability to clearly communicate technical information to a non-technical audience
  • Ability to ask probing questions in order to obtain necessary information
  • Working knowledge in one or more of the following areas is an asset:
  • Physician office workflow
  • Electronic Medical Systems
  • Application Development
  • Operating Systems
  • Computer hardware and peripherals
  • Networking
  • Exhibits a strong desire to succeed and focuses on the best interest of the team and clients
  • Is flexible to change and resilient to stressful situations
  • Contact center experience in a technical support or customer service role

     

Nice to haves...
 

  • Post-secondary education in a related field or equivalent work experience
  • MOA certification is an asset
  • Experience working in a clinical environment is an asset


Where We Are Looking…

Ottawa but open to other locations


Our culture offers a learning-based environment supported by pay-for-performance and a personal life balance. In this TELUS Health contact centre there are opportunities for you to become eligible for our At Home Agent program.


The TELUS Health At Home Agent (AHA) Program is a deeply meaningful component of TELUS’ contact centre strategy. By being a top performer, you have the opportunity to apply to join the AHA Program. By meeting or exceeding certain performance metrics and at least 6-12 months tenure in the role, an AHA is able to work from a dedicated office space within their homes, using all the same tools as their in-office counterparts!
 

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.
 

A bit about us

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. 

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

 

 

 

 

Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

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.