Client Service Analyst I, Bilingual

TELUS

Client Service Analyst I at TELUS Health ensuring smooth onboarding and managing client escalations of a digital benefits platform. Focusing on relationship management and technical troubleshooting.

Posted 6/25/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Experience with benefits platforms or deep understanding of group benefits administration and compliance (Great-to-haves)
Familiarity with SQL or ability to work with database queries for troubleshooting and custom reporting (Great-to-haves)
Background in SaaS or software client support with exposure to Tier 1/Tier 2 escalation structures (Great-to-haves)
Experience providing user training or leading client presentations (Great-to-haves)
Experience with implementation or onboarding support in a software environment (Great-to-haves)
Comfort in fast-paced, scaling operations where processes are continuously evolving (Great-to-haves)

Benefits

Comp & perks

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 …

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLPowerFlexAriel Viewdata troubleshootingsystem auditserror reconciliationclient implementationplan configurationprocess improvementscustom reporting

Soft Skills

written communicationverbal communicationempathyemotional intelligenceproblem-solvingclient relationship managementresourcefulnessadaptabilitytime managementactive listening