Perform first-level support in English and French 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

Bilingualism in French and English is required
Designation as a Registered or Certified Pharmacy Technician is a strong asset
Experience working in a pharmacy, dental office or health benefits/insurance environment is highly preferred
Proficient in Microsoft (MS) Office Suite
Ability to identify, diagnose and resolve issues
Call center or help desk experience is an asset
Flexibility to work rotating shifts in a 24x7 environment is required

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills

Technical Customer Service Agent, Bilingual – Health Benefits Management

Key skills