Incident Management Agent, Pharmacy Solutions, Level 2 (48220)
Incident Management Agent, Pharmacy Solutions, Level 2 (48220)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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
- 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.
Youre the Missing Piece of the Puzzle:
- 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
- Bilingual fluency in English & French (verbal and written)
Required Experience:
Unclear Seniority
Employment Type
Full-Time
