Technical Customer Service Agent II

Technical Customer Service Agent

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Create awesome experiences for our customers.

Our team and what we'll accomplish together

At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

The Employer Products group empowers healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive health and wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, physical and mental health, finances, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our products are developed using innovative technology (Cloud, data, AI, etc.), agile methodology, and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use.

As a Technical Customer Service Agent you will provide world class service to our employer customers. Reporting to the Technical Customer Service Team Manager, you will be responsible for providing TELUS Health Case Management Product support and quality assurance expertise to ensure the final products and solutions satisfy business objectives and user expectations.

What you'll do

• Deliver excellent customer service to clients and employees submitting support tickets
• Drive positive customer experience with clear, professional communications to resolve issues
• Manage support tickets, document processes, identify areas for improvement
• Provide support to users on applications in the Absence and Disability Management space
• Focus on ensuring accurate technology changes within TELUS Health Case Management systems
• Support monthly technology releases and regression testing
• Support new client implementation including user access through SSO, inbound/outbound feeds and investigations
• Monitor clients' logs to ensure any issues are communicated in a proactive manner
• Own the workflow from initiation to completion of all requests, ensuring that internal and external stakeholders are kept informed on items in progress

What you bring

• 1-3 years' experience in a customer support role, ideally in a corporate environment
• Exceptional customer service skills; you genuinely enjoy interacting with other people and helping to resolve their issues
• Ability to understand issues, ask thoughtful questions, think logically and creatively, exercising good judgement to effectively implement a solution
• Superior interpersonal skills with the ability to read different situations
• Understands technical subjects and can easily explain them in non-technical language
• Understands application development concepts and can easily engage in a technical discussion
• Solid problem-solver and capable of proposing options to support business decision making if required
• Has an interest to understand the industry and business processes of the department
• Knowledge of Short Term Disability, Disability Management and Workers Compensation processes
• Seizes opportunities to level up their internal technical knowledge through available online courses
• Self-motivated, passion for working in a dynamic, high-performance culture, and can work well with minimal direct supervision
• Proficiency in English (written and verbal). French is an asset.

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Salary Range: $44,500 - 89,000 CAD annually

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• 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 …

A bit about us

We're a people-focused, 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.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.