drjobs Incident Management Agent, Pharmacy Solutions, Level 2 (48220)

Incident Management Agent, Pharmacy Solutions, Level 2 (48220)

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1 Vacancy
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Job Location drjobs

Quebec - Canada

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

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

Company Industry

About Company

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