TELUS

Technical Customer Service Agent, Bilingual – Pharmacy Support

TELUS

full-time

Posted on:

Location Type: Office

Location: Montréal • Canada

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Salary

💰 CA$39,000 - CA$73,000 per year

About the role

  • Perform first-level support for all incoming calls, emails and tickets from TELUS Health clients
  • Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received, while maintaining the highest degree of professionalism and service
  • Document, troubleshoot and resolve issues through the internal ticketing system
  • Determine severity of issues and prioritize resolution/escalation
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Demonstrate excellent customer service skills and exceed customer expectations
  • Preserve and grow your knowledge of help desk procedures, products and services

Requirements

  • Bilingualism in French and English is a requirement
  • Ability to support remotely software platforms in a Windows client / server ecosystem, computer hardware as well as network environments
  • Proficient in Microsoft (MS) Office Suite
  • Ability to identify, diagnose and resolve issues
  • Call center or help desk experience is an asset
  • Experience in an environment supporting both software and hardware issues an asset
  • Registered or Certified Pharmacy Technicians an asset
  • Experience working in a healthcare or health benefits/insurance environment an asset
  • Flexibility to work rotating shifts in 7 am to 12 am ET environment 7 days a week
Benefits
  • Comprehensive total rewards package highlighting competitive salary and bonus structures
  • Minimum 3 weeks of vacation
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingissue resolutionticketing systemcomputer hardware supportnetwork supportbilingualismMicrosoft Office Suitecall center experiencehelp desk experiencesoftware support
Soft Skills
customer serviceprofessionalismproblem solvingcommunicationfeedback provisionprioritizationflexibility
Certifications
Registered Pharmacy TechnicianCertified Pharmacy Technician