Technical Customer Service Agent -TELUS Health
4d ago

Position overview :

At TELUS Health, we hire the best talent as our first points of contact with expert advice in response to customer technical support calls about next-

generation and legacy platforms. As a Technical Customer Service Agent, you will be the voice of TELUS for our pharmacy customers and help evolve and develop customer relationships.

Your key responsibilities will be to provide application support to pharmacists and deliver a positive customer experience by understanding their needs and responding in a timely, professional and precise manner.

You will join an exceptional, rewarding work environment that values cooperation and community.

Our dynamic leadership team will invest in your growth by providing continued coaching and career development.

Here’s what we believe :

  • We are ONE team : there is no room for egos or blame.
  • We challenge the status quo : when it looks like we have reached our goals, we try to exceed them.
  • We live up to our commitments, not only to our friends, peers, leaders and customers but also to ourselves.
  • Our success is all about how we do things : how we think, solve problems, communicate and deliver.
  • Responsibilities :

  • Assist customers by answering their questions about using the software and diagnosing, solving, documenting and escalating issues as required
  • Troubleshoot, diagnose, solve, document and escalate computer equipment issues as required
  • Ensure customer satisfaction by following up to ensure that the solutions are understood and they effectively solve the problem
  • Document issues and solutions in customer files
  • Test, debug and monitor new programs
  • Perform certain operations on the IT environment
  • Qualifications

    Education (one of the following) :

    Attestation of College Studies (ACS)

    Certificate of College Studies (CCS)

    Certificate of University Studies (CUS)

    Diploma of College Studies (DCS)

    Diploma of Vocational Studies (DVS)

    Secondary School Diploma (SSD) with five years’ experience

    Field of study (one of the following) :

    Qualifications :

    Advanced written and verbal communication skills

    Troubleshooting, analysis and research skills

    Experience in a call centre

    Knowledge of the pharmacy industry is an asset

    Strong teamwork skills

    Bilingualism (French and English)

    Hours of operation :

    Monday to Sunday, 7 a.m. to 10 p.m. (including holidays)

    Work schedule may vary based on business needs (must be available on evenings and weekends)

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