Incident Management Agent, Pharmacy Solutions, Level 2

TELUS


Date: 1 day ago
City: Montreal, QC
Contract type: Full time
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)

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