Incident Management Agent, Pharmacy Solutions, Level 2

Benefits
Pulled from the full job description
 
Full job description
Location: Montréal, QC, CA, H3B 1S6
Req ID: 48220
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular
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)

Salary Range: $54,000-$82,000
Performance Bonus or Sales Incentive Plan: 5%
Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and 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
And much more …
Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

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 team members 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 TELUS Health Care Centres to be fully vaccinated for COVID-1+.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection Read more