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Senior Technical Customer Service Agent - Bilingual (THPS)

Montreal, QC
Full Time
17 hours ago
Join Our Team!

TELUS Health Solutions is an IT leader in Canada that focuses on the health sector. It develops and manages solutions that automate transactions and the secure exchange of information to increase the process efficiency and quality of service of its customers.

Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

At TELUS Health Solutions, we are as driven to take on the next challenge as you are. Join the team at one of Canada's leading IT providers, and help us take our work-and your career-to exciting new places.

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

As a Bilingual Sr Technical Customer Service Agent, you will have to ability to use your technical expertise and take initiative in troubleshooting and analyzing various TELUS Health software and hardware issues. 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. The ability to communicate in French and English is required.

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!

What you will be doing:

    •Managing and resolving incidents & service requests from customers via multiple channels •Responsible for incident notifications to TELUS clients for all major incidents •Handle the escalation of Tier 1 incidents from frontline agents •Primary responsibility is putting our Customers First •Develop a strong working knowledge of each client's products and services •Follow standard Service Desk operating procedures •Serve as the single point of contact for all customer inquiries •Take ownership and responsibility of incidents from start through to resolution •Escalate issues appropriately wherever required in order to resolve issues as quickly as possible


These are the skills and knowledge you bring with you:
    •Bilingual French/English •Must be flexible to work rotational shifts, including nights, weekends and holidays •Familiarity with networking, data center systems and various hardware components •Ability to research using internal knowledge bases and public-facing documentation •Familiarity with Information Technology Infrastructure Library (ITIL) best practices •A demonstrated ability to clearly communicate technical information to a non-technical audience •A related post-secondary education or equivalent experience •Excellent customer service and problem-solving skills •Excellent communication skills (both verbal and written) •Must be team-oriented with the ability to accept responsibility and work with minimal supervision •Friendly presence and helpful attitude; good interpersonal skills •Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations •Proven ability to prioritize multiple tasks in a dynamic environment

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Health Care