Key skills
CommunicationProblem SolvingTime Management
About this role
Role Overview
- 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
Requirements
- 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
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
- 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 …