Technical Customer Service Agent, Bilingual

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TELUS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

🏥 Healthcare

🛡️ Insurance

📡 Telecommunications

💰 $500M Post-IPO Debt on 2023-03

Healthcare • Insurance • Telecommunications

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

• Provide first-level technical support via phone, email, and ticketing systems to TELUS Health clients and healthcare professionals • Troubleshoot TELUS Health software applications, systems, hardware, and connectivity issues • Assist users with software navigation, system functionality, technical errors, access issues, and configuration • Diagnose technical problems by gathering information, asking questions, and identifying root causes • Guide clients step-by-step through technical solutions • Analyze issue severity and prioritize or escalate complex technical problems • Support users in Windows-based environments and with healthcare technology solutions • Document technical issues, troubleshooting steps, and resolutions in the ticketing system • Follow up with clients to ensure issues are fully resolved • Continuously develop knowledge of TELUS Health applications, systems, technologies, and healthcare solutions

🎯 Requirements

• Bilingual in French and English — required • Experience in technical support, IT, help desk, software support, or technology-focused customer service • Strong troubleshooting skills across software, hardware, connectivity, and basic network issues • Strong computer skills, including Windows and Microsoft Office • Ability to learn new systems quickly and explain technical solutions clearly • Strong communication, problem-solving, multitasking, and customer service skills • Availability to work rotating shifts between 7:00 AM and 12:00 AM ET, 7 days a week • Advanced French and English proficiency required • Candidates may be subject to a Government of Canada Personnel Security Screening • Experience with healthcare technology or healthcare software is a highly valued asset • Background in pharmacy, dental, medical, health benefits, insurance, or other healthcare environments is a highly valued asset • Experience supporting healthcare professionals or clients is a highly valued asset • Knowledge of healthcare workflows, billing, claims, prescriptions, or patient-related processes is a highly valued asset • Experience with Kroll, AssystRx, or similar healthcare applications is a highly valued asset • Technical education, certification, or hands-on IT experience is a highly valued asset

🏖️ Benefits

• Salary range of $50,000-$73,000 • 5% Performance Bonus or Sales Incentive Plan • Minimum 3 weeks of vacation • Flexible benefits plan to meet the needs of you and your family • Flexibility to work virtually based on the role's requirements • Generous company matched pension program • Share purchase program • Opportunity to give back to communities • Career growth opportunities • Learning and development opportunities