Job Description

Description

We will create awesome experiences for our customers by

• Advocating for our customers\' needs and creating a personalized experience
• 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

Our team and what we\'ll accomplish together

We have an exciting opportunity for a Bilingual Technical Customer Service Agent within the TELUS Health EMR support team! The TELUS Health EMR support team is an industry leader in the development and implementation of Electronic Medical Records (EMR) software solutions in Canada. As a Technical Customer Service Agent you will have the ability to use your technical expertise and take initiative in troubleshooting and analyzing various aspects of the EMR Software system and various hardware items. You will work together with your team and supervisors to ensure clients receive the very best customer service while resolving their questions and issues in a timely fashion.

If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative environment, then read on as this job is for you!

What you\'ll do

• Assist customers by answering questions by phone, chat and email
• Diagnose issues spanning products outside of your primary responsibility including third-party software and multiple vendor OS and hardware environments
• Identify and document product bugs and feature requests and work with internal support teams as well as the customer to effectively document the issue and implement solutions
• Actively participate in the creation and continued evolution of content for the knowledge base
• Adhere to Incident, Problem, Change and Service Management based on ITIL best practices
• Provide over-the-phone training on ideal and/or recommended software and hardware use
• Foster a collaborative environment, which focuses on delivering timely resolution to client inquiries
• Promote a cohesive, team environment throughout all levels of the help desk

Qualifications

What you bring

• Strong interpersonal, communication and problem-solving skills
• Bilingualism in written and oral French and English is required
• Demonstrates excellent organizational and time-management skills
• Ability to research using internal knowledge bases and public-facing documentation
• Familiarity with Information Technology Infrastructure Library (ITIL) best practices
• A demonstrated ability to clearly communicate technical information to a non-technical audience
• Ability to ask probing questions in order to obtain necessary information
• Working knowledge in one or more of the following areas is an asset:

• Physician office workflow
• Electronic Medical Systems
• Application Development
• Operating Systems
• Computer hardware and peripherals
• Networking
• Exhibits a strong desire to succeed and focuses on the best interest of the team and clients
• Is flexible to change and resilient to stressful situations
• Contact center experience in a technical support or customer service role
• Punctual and reliable

Great-to-haves

• Post-secondary education in a related field or equivalent work experience
• MOA certification is an asset
• Experience working in a clinical environment is an asset

#LI-REMOTE

A bit about us

We\xe2\x80\x99re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

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.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members 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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Health

We\xe2\x80\x99re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Telus