Description
Position Overview:
At TELUS Health, our Incident Management team is committed to delivering top-tier customer service across our diverse lines of business. We offer critical support for front-line teams dealing with TELUS-owned infrastructure issues, ensuring comprehensive communication so stakeholders are consistently updated on incident status. By partnering with resolver groups, we guarantee rapid solutions to ongoing challenges.
As a Senior Technical Service Agent within the Incident Management Team, your role is pivotal to fostering collaboration across varying stakeholder groups, providing advanced support, mentorship, and feedback to front-line team members. Your efforts will culminate in enhanced customer satisfaction and operational excellence, while ensuring leadership is up-to-date on current infrastructure challenges.
Key Responsibilities:
Provide support to Tier 1 team members, sharing effective resolutions via live chat
Efficiently manage tickets escalated to Tier 2, returning or escalating as necessary
Execute tasks from management, ensuring timely updates
Manage account tickets during evenings and weekends as needed
Open incident tickets in Salesforce and issue alerts for infrastructure problems
Contribute to frontline queues, promoting a seamless environment for rapid customer inquiry resolution
Champion a cohesive team environment, fostering collaboration at all levels
Qualifications
Required Experience, Skills & Competencies:
1+ years of interactive customer service experience
Fluent in English, with bilingual roles requiring fluency in French
A passion for helping others, emphasizing empathy
Strong customer service skills with excellent written and verbal communication
Ability to communicate technical information effectively to customers
Capable of managing high volume escalations via phone and chat, thriving under pressure
Solution-oriented mindset
Technically savvy, with a knack for quickly learning new hardware/software
Aptitude for independently and collaboratively troubleshooting and resolving customer issues
Quick adaptability and embracing change
A strong work ethic, dependability, and flexibility; able to work any shift across 24/7 operations
Internal Requirements:
Must be part of the Payvider team within the Pharmacy Line of Business (LOB - Kroll)
Minimum 2-year tenure in current position, supporting 2+ LOBs
Meeting minimum performance requirements as set by Operations Leadership
No active Hint 2 or higher alerts
TELUS Values:
We value our customers and communities, embracing change, and innovating courageously. Success at TELUS comes through spirited teamwork, focusing on shared growth.
You’re the Missing Piece of the Puzzle:
Bilingual fluency in English & French (verbal and written)
Strong interpersonal and customer service skills
Team-oriented, thriving with minimal supervision
Proficiency in Microsoft Office, including PowerPoint and Excel
3+ years of contact center experience
Post-secondary degree or equivalent education/work experience
Availability for shifts 24/7/365
Great-to-haves:
Knowledge of ITIL methodology
Experience in health-related IT infrastructure
