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

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