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:
Required Experience, Skills & Competencies:
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:
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
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
- 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
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
- Knowledge of ITIL methodology
- Experience in health-related IT infrastructure
- Bilingual fluency in English & French (verbal and written)
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resume