Technical Customer Service Agent II (Collaborative Health) - TELUS Health
Toronto, ON, CA
Description
This is not your typical Support role!!!
The Telus Collaborative Health Record is looking for a Customer Support superstar with experience in technology and healthcare environments. Nothing brings us more joy than seeing our customers happy. As a Customer Support Specialist, you will use your product knowledge to drive our customers satisfaction and success. You will be part of a team that is charged with propelling The Telus Collaborative Health Record’s platform forward as a market leader in Canada and beyond.
The CHR is a suite of highly integrated tools - including virtual care, outcomes measurement, scheduling, billing, labs, referrals, document management, patient engagement, and more. It enables healthcare providers and administrators to manage virtually everything about their practice.
The majority of our Support is provided via an integrated Chat Bubble. Our team is proficient in asking the right questions to ensure that we are providing the correct answers. If you are looking for a call centre position, this is NOT the job for you. The CHR Support Team is dynamic and continuously exceeds our clients expectations.
Position Overview
- Become a Subject Matter Expert (SME) and strive to use that knowledge to make customers successful
- Identify and articulate product challenges and improvement opportunities working directly with your Leader and the Product Team
- Document system problems, bug reports and resolutions for future reference
- Stay up-to-date on all the most recent product developments
- Understand how customers interact with The Telus Collaborative Health Record products and identify their needs, challenges and ideas
- Serve as a gatekeeper for incoming communications, flag those that are high-priority and respond with speed and accuracy as appropriate
- Advocate customer needs and ideas internally and work collaboratively with other teams to achieve outcomes and results for customers
- Deliver value-driven solutions; ensure that customers begin every interaction with The Telus Collaborative Health Record with a clear understanding of its purpose and conclude every interaction with tangible results or next steps
- As a member of the team, positively impact key metrics for support response time and time to value
- Prepare detailed documentation outlining systems capabilities and processes
- As needed, support other teams including Account Management, Analytics, Quality Assurance, and Implementation
Qualifications
Skill requirements
- 3+ year(s) of experience in technology in a similar environment
- 3+ year(s) of experience in the healthcare environment, preferably working with EMR's
- Strong troubleshooting skills
- Written and verbal communication
- Bilingualism in French and English is required
- Teamwork
- Problem Solving
- Patience and listening skills