Job Details
** Technical Customer Service Agent I - TELUS Health**
Location: Vancouver, British Columbia, CA Ottawa, ON, CA Edmonton, AB, CA Calgary, AB, CA Toronto, ON, CA
Req ID: 20701 Jobs by Category: Health Job Function: Health Solutions Status: Full Time Schedule: Regular **Description**
**Amazing opportunity working from home!**
**Do you share our passion for:**
* 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 others unique talents
* Proactively adapting to meet the changing needs of our customers
**Join our team!**
We have an exciting opportunity for a 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 I you will have to ability to use your technical expertise and take initiative in troubleshooting and analyzing various aspects of the PS Suite 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!
**Here's the impact you'll make and what we will accomplish together**
* Assist customers by answering questions by phone 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**
**You are the missing piece of the puzzle with**
* Strong interpersonal and communication skills
* Strong problem-solving skills and an analytical mind
* Punctual and reliable
* Demonstrates excellent organizational and time-management skills
* Familiarity with networking, data center systems and various hardware components
* 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
**Nice 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
**Where We Are Looking**
* Ontario (Toronto/Ottawa)
* British Columbia
* Alberta
* New Brunswick
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.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.
**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.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.
**Health**
Were looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.
We offer accommodation for applicants with disabilities, as required, during the recruitment process.