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Technical Customer Support Agent - TELUS Health

Location: 

Victoria, British Columbia, CA Calgary, AB, CA Ottawa, ON, CA Edmonton, AB, CA Kelowna, British Columbia, CA Surrey, British Columbia, CA Toronto, ON, CA

Req ID:  11663
Jobs by Category:  Contact Centre
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

Join our team

 

Amazing opportunity working from home!


We have an exciting opportunity for an experienced Technical Customer Support Agent within the TELUS Health - Electronic Medical Record (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.


Here’s the impact you’ll make and what we’ll accomplish together


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 our Med Access EMR 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.


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


•    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 operating system (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 Information Technology Infrastructure Library (ITIL) best practices
•    Provide over the phone training on ideal and/or recommended software & 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’re the missing piece of the puzzle with:


•    Strong interpersonal and communication skills
•    Contact centre experience in a technical support role
•    Strong problem-solving skills and an analytical mind
•    Punctual and reliable
•    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 ITIL best practices
•    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:
o    Physician office workflow
o    Electronic Medical Systems
o    Application Development
o    Operating Systems
o    Computer hardware and peripherals
o    Networking
•    Exhibits a strong desire to succeed and focuses on the best interest of the team and clients
•    Flexible to change and resilient to stressful situations
•    Post-secondary education in a related field or equivalent work experience

 

Great-to-haves

 

•    Experienced working in a clinical environment
•    Medical Office Assistant (MOA) certification is an asset

 

Where WE Are Looking:

 

  • Vancouver
  • Kelowna
  • Calgary
  • Edmonton
  • Toronto
  • Ottawa


 

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.