Location:
Montréal, QC, CA, H3B 1S6 Victoria, BC, CA Ottawa, ON, CA Vancouver, BC, CA Toronto, ON, CA Edmonton, AB, CA Winnipeg, MB, CA Regina, SK, CA Qu?bec, QC, CA Calgary, AB, CA Moncton, NB, CA
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Req ID: 54589
Jobs by Category: Health
Job Function: Customer Service
Status: Full Time
Schedule: Regular
At TELUS Health Incident Management, we are on a mission to provide best-in-class customer service for our various lines of business. We support front line teams reporting issues with TELUS-owned infrastructure. Our mission is to provide clear and constant communication so critical stakeholders are always informed as to the current status of ongoing incidents. We rally resolver groups to ensure rapid solutions are provided for current challenges.
Position Overview
As a Senior Technical Service Agent with TELUS Health, you will provide support to front line team members reporting advanced issues with TELUS infrastructure. This involves collaboratively negotiating positive outcomes in multifaceted conversations, consisting of a varying group of stakeholders.
You will provide feedback, coaching, and mentorship to front-line team members to ensure our collaborative goals of stronger customer satisfaction and operational excellence. You will also keep leadership groups informed of current challenges and ongoing incidents within TELUS infrastructure
You will manage key initiatives and projects while still maintaining day-to-day operations to ensure we provide higher levels of service to our clients, and you will provide customer escalation support, manage our performance against our contractual obligations, and ensure our contracted service commitments are being delivered
You will act as an escalation point for critical production incidents until incidents are brought to a resolution, managing communications as contractually required. Our team manages these incidents as needed 24 hours a day, 7 days a week
Here’s how
Answer and interact with customers via chat, email and phone, providing friendly and efficient service
Working on individual projects to improve our response capabilities as directed by business needs
Interfacing with product Customer Service Managers to ensure the best path forward for current challenges or issues
Collaborating with a multifaceted team to achieve the strongest outcomes possible for customers
Acting as the customer-facing portion of a multi-stakeholder resolver group for critical incidents, to ensure the rapid and accurate delivery of timely information to both the resolvers and customers
You’re the missing piece of the puzzle
Fluently bilingual in English & French, verbal and written
Strong interpersonal and customer service skills
Team oriented and able to work with minimal supervision
Strong experience with Microsoft Office and Excel
3+ years of contact centre experience
Post-secondary degree or equivalent combination of education and work experience
Available for shifts 24/7/365
Great-to-haves
Knowledge of ITIL methodology
Experience in health-related IT infrastructure
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Salary Range: $57,000-$105,000
Performance Bonus or Sales Incentive Plan: 10%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
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 …
Job Type: This is for a current vacancy
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.
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 team members 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.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
