Client Service Analyst I, Bilingual

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TELUS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

📡 Telecommunications

⚕️ Healthcare Insurance

🔐 Security

💰 $500M Post-IPO Debt on 2023-03

Telecommunications • Healthcare Insurance • Security

TELUS is a major Canadian telecommunications company that provides a wide range of services including mobile network plans, internet, and television services through platforms like PureFibre and Optik TV. The company offers an extensive array of mobile products such as phones, smartwatches, and tablets, alongside comprehensive internet and TV bundles. TELUS also focuses on additional services like smart home security and healthcare solutions, including virtual healthcare options. It operates across various regions in Canada and is committed to social impact initiatives, such as supporting charities through the TELUS Friendly Future Foundation. With a strong emphasis on connectivity and innovative solutions, TELUS is a key player in the telecommunications sector offering cutting-edge technology solutions to its customers.

📋 Description

• Manage escalations from Tier 1 and handle complex application, data, and configuration issues for plan administrators • Own the Tier 2 shared email inbox and respond to client escalations with SLA compliance during normal and peak periods • Build and maintain client relationships with plan administrators — understand their unique needs, proactively address concerns, and drive platform adoption • Provide training and presentations to clients on platform features, best practices, plan configuration, and process improvements (growing responsibility as the role evolves) • Support client implementation, configuration, and go-live activities to ensure smooth onboarding and a strong start • Troubleshoot complex technical and data issues using PowerFlex, Ariel View, and SQL to diagnose root causes and develop solutions • Perform systems audits, reconcile error reports, and manage special projects as needed to ensure data integrity and platform stability • Collaborate cross-functionally with Tier 1, adjudication, fraud, technical teams, and internal stakeholders to resolve escalations and identify improvements • Recognize process inefficiencies and recommend improvements based on escalation patterns and direct client feedback

🎯 Requirements

• 2+ years of experience in client support, customer success, benefits administration, or operations in a SaaS, software, or services environment • Excellent written and verbal communication skills for both technical and non-technical audiences, with the ability to translate complex system behavior into clear explanations • Strong empathy and emotional intelligence—you understand that different clients (universities vs. small businesses) have different needs, timelines, and constraints • Technical literacy combined with problem-solving orientation—you can work with PowerFlex and Ariel View, understand system behavior, and escalate thoughtfully to specialists when needed • Client relationship management experience—you build trust with stakeholders, understand their underlying needs, and tailor solutions rather than applying one-size-fits-all answers • Demonstrated resourcefulness and adaptability to work across multiple client types and handle unexpected situations with a can-do attitude • Strong time management and organizational skills when managing multiple client priorities and peak periods simultaneously • Active listening and curiosity—you ask clarifying questions, understand the root of a problem, and continuously improve based on client feedback and escalation patterns • Experience with benefits platforms or deep understanding of group benefits administration and compliance (Great-to-haves) • Familiarity with SQL or ability to work with database queries for troubleshooting and custom reporting (Great-to-haves) • Background in SaaS or software client support with exposure to Tier 1/Tier 2 escalation structures (Great-to-haves) • Experience providing user training or leading client presentations (Great-to-haves) • Experience with implementation or onboarding support in a software environment (Great-to-haves) • Comfort in fast-paced, scaling operations where processes are continuously evolving (Great-to-haves)

🏖️ Benefits

• Comprehensive total rewards package highlighting competitive salary and paid time off, with a flexible benefits plan to meet the needs of you and your family • 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 …