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Technical Customer Service Agent - TELUS Health

Reference ID: ROL03107-17

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Position Overview:

The Technical Customer Service Agent - TELUS Health responds to customer product support questions in a professional, courteous and prompt manner.

The Technical Customer Service Agent II 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 Information Technology Infrastructure Library (ITIL) best practices •May be required to work on weekends or on-call as needed


Required Knowledge:
    •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 •Networking •Computer hardware and peripherals •Régie de l'assurance maladie du Québec (RAMQ) billing experience an asset

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 Professional Designation/Certification:
    •College or university education in Health Informatics, Computer Science, Healthcare or related field

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

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.

Posted: January 11, 2019
Closes: March 12, 2019
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...