Technical Customer Service Agent, Bilingual – Pharmacy Support

TELUS

Bilingual Technical Customer Service Agent providing support via calls and emails for pharmacy clients. Managing and resolving issues through professionalism in a fast-paced environment.

Posted 4/16/2026full-timeMontréal • 🇨🇦 CanadaMid-LevelSenior💰 CA$39,000 - CA$73,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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