Technical Customer Service Agent, Bilingual

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level technical assistance through phone, email, and ticketing platforms to TELUS Health clients and healthcare professionals.

• Diagnose issues related to TELUS Health software applications, systems, hardware, and connectivity.

• Guide users in navigating software, understanding system functionality, resolving technical errors, addressing access issues, and configuring settings.

• Identify technical problems by collecting information, posing questions, and determining root causes.

• Lead clients through technical solutions in a step-by-step manner.

• Assess the severity of issues and prioritize or escalate complex technical challenges accordingly.

• Provide support to users in Windows environments and with healthcare technology solutions.

• Record technical issues, troubleshooting processes, and resolutions within the ticketing system.

• Follow up with clients to confirm that issues have been thoroughly resolved.

• Continuously enhance understanding of TELUS Health applications, systems, technologies, and healthcare solutions.

⛳️ Requirements

• Bilingual in French and English — mandatory.

• Proven experience in technical support, IT, help desk, software assistance, or technology-oriented customer service.

• Exceptional troubleshooting abilities across software, hardware, connectivity, and fundamental network issues.

• Proficient computer skills, particularly with Windows and Microsoft Office.

• Capacity to quickly grasp new systems and articulate technical solutions effectively.

• Strong communication, problem-solving, multitasking, and customer service capabilities.

• Willingness to work rotating shifts between 7:00 AM and 12:00 AM ET, seven days a week.

• Advanced proficiency in both French and English is essential.

• Candidates may be required to undergo a Government of Canada Personnel Security Screening.

• Experience with healthcare technology or healthcare software is highly advantageous.

• A background in pharmacy, dental, medical, health benefits, insurance, or other healthcare settings is a significant asset.

• Prior experience supporting healthcare professionals or clients is greatly valued.

• Familiarity with healthcare workflows, billing, claims, prescriptions, or patient-related processes is a notable advantage.

• Experience with Kroll, AssystRx, or similar healthcare applications is a considerable asset.

• Technical education, certification, or practical IT experience is a highly regarded asset.

🏝️ Benefits

• Salary range of $50,000-$73,000.

• 5% Performance Bonus or Sales Incentive Plan.

• Minimum of 3 weeks of vacation.

• Flexible benefits plan tailored to meet the needs of you and your family.

• Opportunity to work virtually, depending on role requirements.

• Generous company-matched pension program.

• Share purchase program.

• Chance to contribute to community initiatives.

• Opportunities for career advancement.

• Access to learning and development programs.