À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.
Client Service Analyst I (Bilingual)
Location: Remote (Canada)
Job Function: Retirement and Benefits Solutions
Status: Permanent full-time
Join our Team and What We'll Accomplish Together
TELUS Health is scaling its digital benefits platform to support a wave of new client implementations this summer. To maintain exceptional service quality during this high-visibility expansion, our Client Support team is hiring a Client Service Analyst.
As a trusted advisor and escalation point, you will blend technical troubleshooting with relationship management to ensure smooth onboarding and platform adoption. Your expertise will directly drive client satisfaction, operational stability, and ecosystem growth.
What You'll Do
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
What You bring
Must-Haves:
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
Great-to-haves:
Experience with benefits platforms or deep understanding of group benefits administration and compliance
Familiarity with SQL or ability to work with database queries for troubleshooting and custom reporting
Background in SaaS or software client support with exposure to Tier 1/Tier 2 escalation structures
Experience providing user training or leading client presentations
Experience with implementation or onboarding support in a software environment
Comfort in fast-paced, scaling operations where processes are continuously evolving
What TELUS Health Offers You
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 …
Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location.
Job Posting Vacancy Type: This is for a current vacancy
À propos de nous
Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.
À TELUS, nous sommes fiers de notre culture qui encourage la diversité. Nous croyons foncièrement à l’importance d’adopter des pratiques équitables en matière d’emploi. Ainsi, le dossier de tous les candidats qualifiés est étudié. Pendant tout le processus de recrutement, nous tenons compte des besoins particuliers des candidats handicapés, au besoin.
Avertissement : Conformément à la Politique de sécurité des centres de données de TELUS Santé, tout membre de l’équipe susceptible de travailler dans un centre de données ou d’avoir accès à des renseignements détaillés sur les technologies de service client peut faire l’objet d’une enquête de sécurité auprès du gouvernement du Canada.
Remarque aux candidats du Québec : si la connaissance de l’anglais est requise, c’est parce que le/la membre d'équipe qui occupera ce poste sera appelé(e), sur une base régulière, à interagir en anglais avec des parties externes ou internes ou encore à travailler dans un environnement informatique anglais dans le cadre de ses tâches.
En déposant votre candidature pour ce rôle, vous comprenez et acceptez que vos informations seront partagées avec l'(les) équipe(s) d'acquisition de talents du groupe de sociétés TELUS et/ou tout gestionnaire impliqué dans le processus de sélection.
