Technical Customer Service Agent (Bilingual) Pharmacy Support

Description

Our team and what well accomplish together

As a Bilingual Technical Customer Service Agent I you will have the ability to use your technical expertise and directly help retail pharmacy clients dental offices and patients nationwide. You will provide support via incoming calls/emails and help analyze troubleshoot and resolve issues. As an expert in your field you must be available to work rotating shifts to support our clients. If you thrive in a fast-paced environment are comfortable with technology and love to work in a collaborative team then read on as this job is for you!

What youll do

• Perform first-level support for all incoming calls emails and tickets from TELUS Health clients
• Manage resolve and/or escalate all incoming phone calls emails and tickets received while maintaining the highest degree of professionalism and service
• Document troubleshoot and resolve issues through the internal ticketing system
• Determine severity of issues and prioritize resolution/escalation
• Walk customers through problem solving process
• Follow up with customers provide feedback and see problems through to resolution
• Demonstrate excellent customer service skills and exceed customer expectations
• Preserve and grow your knowledge of help desk procedures products and services

Qualifications

What you bring

• Bilingualism in French and English is a requirement
• Ability to support remotely software platforms in a Windows client / server ecosystem computer hardware as well as network environments
• Proficient in Microsoft (MS) Office Suite
• Ability to identify diagnose and resolve issues
• Demonstrates excellent customer service skills
• Superb communication skills
• Ability to thrive in a team environment
• Self-motivated with a thirst for knowledge
• Time management skills and ability to multi-task
• Call center or help desk experience is an asset
• Experience in an environment supporting both software and hardware issues an asset
• Registered or Certified Pharmacy Technicians an asset
• Experience working in a healthcare or health benefits/insurance environment an asset
• Flexibility to work rotating shifts in 7 am to 12 am ET environment 7 days a week

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change give back to help communities thrive and help those who need it most. When you join our team youre helping us make the future friendly. Were committed to diversity and equitable access to employment opportunities based on ability your unique contributions and talents will be valued and respected here.

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

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients suppliers candidates external partners etc.); interact in English with internal parties (colleagues internal partners stakeholders etc.); and work with IT tools whose interface is only accessible in English as part of this positions main responsibilities given its national scope.