Incident Management Agent, Pharmacy Solutions, Level 2

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.

You’re 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)