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Pharmacy - Kroll Technical Support Agent - TELUS Health


Toronto, ON, CA Windsor, ON, CA Montreal, Quebec, CA Fredericton, New Brunswick, CA Saskatoon, SK, CA Ottawa, ON, CA

Req ID:  882
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular




TELUS Health has exciting Permanent Full-time work from home opportunities anywhere in Canada for an experienced customer service agent with Pharmacy knowledge to join our Customer Experience team.


The TELUS Health Team is an Information Technology (IT) leader in Canada that focuses on the health sector. It develops and manages solutions that automate transactions and the secure exchange of information to increase the process efficiency and quality of service of its customers.


Here’s the impact you’ll make: 


As a Technical Customer Service Agent for our Kroll Pharmacy team, you will have to ability to use your technical expertise and directly help retail pharmacy clients. You will provide support via incoming calls/emails and help analyze, troubleshoot, and resolve issues. 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 how you will do it: 


  • Perform first-level support for all incoming calls, emails and tickets
  • 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





What YOU Bring…


  • Registered or Certified Pharmacy Technicians is an strong asset
  • Experience working in a healthcare environment is preferred  
  • Proficient in Microsoft (MS) Office Suite
  • Ability to identify, diagnose and resolve issues
  • Demonstrates excellent customer service skills
  • Sense of humor and 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
  • Bilingualism in French and English is a strong asset
  • Flexibility to work rotating shifts to support our clients; these rotating shifts will occur within the hours of operation: between 7 am to Midnight



A bit about us

We’re a people-first, 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. 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


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.