TELUS

Technical Customer Service Agent, Bilingual – Pharmacy Support

TELUS

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

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Salary

💰 CA$39,000 - CA$73,000 per year

About the role

  • Provide Level 1 support for calls, emails and tickets from TELUS Health clients
  • Handle, resolve or escalate all received calls, emails and tickets while maintaining the highest level of professionalism and service
  • Document, troubleshoot and resolve issues using the incident management system
  • Assess issue severity and prioritize remediation or escalation
  • Explain the problem resolution process to clients
  • Follow up with clients, provide feedback and own issues through to resolution
  • Deliver excellent customer service and exceed client expectations
  • Maintain and expand your knowledge of help desk procedures, products and services

Requirements

  • Bilingual (French and English) required
  • Ability to provide remote support for software platforms in a Windows client–server ecosystem, hardware and network environments
  • Proficiency with the Microsoft Office suite
  • Ability to identify, diagnose and resolve issues
  • Excellent customer service skills
  • Strong communication skills
  • Ability to collaborate effectively within a team
  • Self-motivated with a desire to learn
  • Time management skills and ability to multitask
  • Call center or help desk experience is an asset
  • Experience resolving software and hardware issues is an asset
  • Licensed or certified pharmacy technician is an asset
  • Experience working in a pharmacy, dental office, or health insurance/benefits environment is a strong asset
  • Ability to work rotating shifts in an open, communal environment
Benefits
  • A comprehensive total compensation package featuring competitive salary and bonus structures
  • Minimum of 3 weeks' vacation
  • Flexible benefits plan to meet your needs and those of your family
  • Retirement plan and employee share purchase program with generous employer contributions
  • Option to work onsite, remotely, or in a hybrid arrangement
  • Opportunities to give back to the communities where we work, live and serve
  • Career advancement, learning and development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementtroubleshootingissue resolutionremote supportWindows client-serversoftware platformshardware issuesnetwork environmentsMicrosoft Office
Soft Skills
customer servicecommunicationcollaborationself-motivatedtime managementmultitaskingprofessionalism
Certifications
licensed pharmacy technician