Technical Customer Service Agent (Bilingual) | TELUS Health

<span><div><div><div><h2>Description</h2> </div><div><p><em><strong>Bilingual Technical Customer Service Agent | (TELUS Health)</strong></em></p> <p> </p> <p><strong>Join our team & make a real impact in healthcare technology</strong></p> <p>At TELUS Health, we’re transforming how technology supports healthcare across Canada. As a <strong>Bilingual Technical Customer Service Agent</strong>, you’ll be on the front line helping <strong>healthcare professionals, organizations, and clients</strong> effectively use TELUS Health software and technology solutions.</p> <p>This is a <strong>technical support role</strong> where your troubleshooting skills, comfort with technology, and ability to guide clients through software-related issues will be essential. You’ll investigate technical problems, identify solutions, and help ensure our healthcare technology continues to support the people who rely on it every day.</p> <p>If you’re <strong>tech-savvy, curious, solutions-oriented, and passionate about helping others</strong>, we’d love to meet you.</p> <p> </p> <p><strong>What you’ll do</strong></p> <ul> <li>Provide <strong>first-level technical support</strong> via phone, email, and ticketing systems to TELUS Health clients and healthcare professionals</li> <li>Troubleshoot issues related to <strong>TELUS Health software applications, systems, hardware, and connectivity</strong></li> <li>Assist users with <strong>software navigation, system functionality, technical errors, access issues, and configuration</strong></li> <li>Diagnose technical problems by asking the right questions, gathering information, and identifying the root cause</li> <li>Guide clients <strong>step-by-step through technical solutions</strong> in a clear and professional manner</li> <li>Analyze issues, determine their severity, and <strong>prioritize or escalate complex technical problems</strong> when required</li> <li>Support users working in <strong>Windows-based environments</strong> and with various healthcare technology solutions</li> <li>Accurately document technical issues, troubleshooting steps, and resolutions in the ticketing system</li> <li>Follow up with clients to ensure issues are fully resolved and deliver a <strong>high-quality customer experience</strong></li> <li>Continuously develop your knowledge of <strong>TELUS Health applications, systems, technologies, and healthcare solutions</strong></li> </ul></div></div><div><div><h2>Qualifications</h2> </div><div><h2><span>What you bring</span></h2> <p> </p> <ul> <li><span><strong>Bilingual in French and English — required</strong></span></li> <li><span>Experience in <strong>technical support, IT, help desk, software support, or technology-focused customer service</strong></span></li> <li><span>Strong troubleshooting skills across <strong>software, hardware, connectivity, and basic network issues</strong></span></li> <li><span>Strong computer skills, including <strong>Windows and Microsoft Office</strong></span></li> <li><span>Ability to learn new systems quickly and explain technical solutions clearly</span></li> <li><span>Strong <strong>communication, problem-solving, multitasking, and customer service skills</strong></span></li> <li><span><strong>Availability to work rotating shifts between 7:00 AM and 12:00 AM (midnight) ET, 7 days a week</strong></span></li> </ul> <h2> </h2> <h2><span>Highly valued assets</span></h2> <p> </p> <ul> <li><span>Experience with <strong>healthcare technology or healthcare software</strong></span></li> <li><span>Background in <strong>pharmacy, dental, medical, health benefits, insurance, or other healthcare environments</strong></span></li> <li><span>Experience supporting healthcare professionals or clients</span></li> <li><span>Knowledge of healthcare workflows, billing, claims, prescriptions, or patient-related processes</span></li> <li><span>Experience with <strong>Kroll, AssystRx, or similar healthcare applications</strong></span></li> <li><span>Technical education, certification, or hands-on IT experience</span></li> </ul> <h2> </h2> <h2><span>Why join TELUS Health?</span></h2> <p> </p> <p><span>Build your career at the intersection of <strong>technology and healthcare</strong>. Use your technical expertise to support healthcare professionals across Canada while gaining experience with TELUS Health solutions and making a meaningful impact.</span></p> <h2> </h2> <h2><span>Additional information</span></h2> <p> </p> <ul> <li><span><strong>Full-time, remote position</strong></span></li> <li><span>Rotating shifts between <strong>7:00 AM and 12:00 AM (midnight) ET, 7 days a week</strong></span></li> <li><span>Advanced <strong>French and English</strong> proficiency required due to the national scope of the role</span></li> <li><span>Candidates may be subject to a <strong>Government of Canada Personnel Security Screening</strong></span></li> </ul> <p> </p> <p><span>At TELUS Health, we’re committed to creating an inclusive workplace where diverse perspectives and talents are valued.</span></p> <p><span><strong>Bring your technical expertise to TELUS Health and help make healthcare technology work better for everyone.</strong></span></p></div></div></div> </span>

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