Do you share our passion for:
•Advocating for our customers' needs and creating a personalize experience Position Overview:
•Genuinely displaying humanity in every customer interaction
•Being an exceptional communicator - listen, honest and clear
•Getting things done by leveraging each other's unique talents
•Proactively adapting to meet the changing needs of our customers
TELUS is looking for a dynamic individual to be a Technical Customer Service Agent II, within the TELUS Health Customer Experience Strategy and Operations organization. This position reports to the Supervisor of Customer Service, and is responsible for providing technical support to TELUS Health Wolf EMR customers. The successful candidate is detail-oriented, can work well independently as well as collaboratively, and addresses sensitive customer concerns in an efficient and effective manner. Individuals will be responsible for delivering on TELUS' Future Friendly brand promise by putting Customers First in every interaction. Responsibilities:
•Assist customers by answering questions by phone and email on the use of the software
•Diagnose, solve, and document technical problems
•Provide over the phone training on ideal and/or recommended software and hardware use
•Follow-up with customers to ensure that the solutions proposed are well understood and that they truly resolve the issues, and that the customer agrees with the proposed solution
•Execute tests for new programs, corrective or other
•Execute specific operations on the information technology environment
• Foster a collaborative environment which focuses on delivering timely resolution to client inquiries Availability Requirements:
• Must be available to work a minimum of 20 hours or more as required by business needs Qualifications: Required Professional Designation/Certification:
•College degree in computer science or equivalent experience Required Knowledge, Skills, Abilities (KSA):
•MOA certification an asset
•Excellent communication skills (oral and written)
•Solid understanding of troubleshooting methodologies
•Contact centre experience in a technical support or customer service role
•Familiarity with Information Technology Infrastructure Library (ITIL) best practices
•A demonstrated ability to clearly communicate technical information to a non-technical audience
•Working knowledge in one of the following areas is an asset: Who is TELUS?
•Computer Hardware and peripherals
•Physician office workflow
•Electronic Medical Systems
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.
The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living the TELUS values
and delivering on our Customers First commitments
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Disclaimer
: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.