You're using an older version of Internet Explorer that is no longer supported. Please update your browser.

Technical Customer Service Agent - TELUS Health

Montreal, QC
Full Time
7 days ago

Position Overview:

The Technical Customer Service Agent II - THFS responds to customer product support questions in a professional, courteous and prompt manner. The TSA works on problems of limited to moderate scope and resolves routine issues using the knowledge base, established procedures and their own problem solving skills. A self-motivated, detail-oriented, communicator able to work independently and address Incidents and Service Requests in an efficient manner, you will handle incoming phone calls and logged tickets through to resolution.

    •Review, research/investigate, define and communicate workarounds, prioritize, analyze, recreate, and resolve or escalate tickets
    •Documents customer issues and resolution information
    •Effectively uses established escalation procedures as necessary
    •Actively participates in creation of content for the knowledge base
    •May assist in writing customer facing technical documents such as newsletters, notices, etc
    •May participate in new product launch activities
    •Interacts with third party vendors and suppliers in a professional and courteous manner that fosters a long-term partnership
    •May provide customer and support feedback to product development related to product features and supportability
    •Adhere to Incident, Problem, Change and Service Management based on ITIL best practices
    •May be required to work on weekends or on-call as needed


Required Knowledge:
    •College or University education in Health Informatics, Computer Science, Healthcare or related field
    •A solid understanding of troubleshooting methodologies, and familiarity with ITIL best practices
    •1-4 years experience with a demonstrated ability to clearly communicate complex technical concepts and ideas
    •Working knowledge in one or more of the following areas:
      •Physician office workflow
      •Electronic Medical Systems
      •Operating Systems
      •Application Development
      •Computer hardware and peripherals

Required Skills & Abilities:
    •A commitment to service excellence, the ability to keep current with new technology, and excellent active listening, administrative and organization skills are essential
    •Client service focus
    •Strong oral and written communication skills: bilingualism (French-English)
    •Tact and diplomacy

Required Experience:
    •A minimum of 6 months to 1 year of experience in a call centre

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.

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.

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