Technical Customer Service Representative

Position Overview:

Technical Customer Service Representatives (CSR) will have the ability to use their customer service skills, technical savvy, and results driven mindset to directly help customers in a clinical setting that utilize Electronic Medical Records (EMR) software in Canada . CSRs will troubleshoot any issues that may arise surrounding EMT software and provide support via incoming calls and emails, helping analyze, troubleshoot, and resolve issues with 1st call resolution.

Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below. In order to be considered for this opportunity, applicants must reside in one of the following locations

• Canada
• Alberta, British Columbia, Quebec, or Ontario, Canada

Specific Responsibilities May Include:

• Actively participate in the creation and continued evolution of content for the knowledge base
• Identify and document product bugs and feature requests and work with internal support teams as well as the customer to effectively document the issue and implement solutions
• Assist customers by answering questions by phone and email
• Adhere to Incident, Problem, Change and Service Management based on ITIL best practices
• Diagnose issues spanning products outside of your primary responsibility including third party software and multiple vendor OS and hardware environments
• Foster a collaborative environment which focuses on delivering timely resolution to client inquiries
• Ad hoc duties as assigned
• Promote a cohesive, team environment throughout all levels of the help desk
• Provide over the phone training on ideal and/or recommended software and hardware use

Required Experience, Skills & Competencies:

• Technical savvy
• The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
• Ability to pass a criminal background check and if required an employment verification
• Passionate about helping others, able to provide empathy when necessary
• Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French
• Ability to troubleshoot and resolve customer concerns individually and in a team environment, while proactively looking for solutions and proposing improvements where needed
• Ability to adapt quickly and embrace change
• Ability to research using internal knowledge bases and public-facing documentation
• Ability to cope with a high volume of incoming calls and emails, working well under pressure
• 2+ years of interactive Customer Service experience
• Enjoys working towards targets around call volumes and call quality
• Demonstrates excellent organizational and time-management skills
• Ability to learn new hardware and software quickly
• Excellent customer service skills with strong written and verbal communication skills
• A demonstrated ability to clearly communicate technical information to a non-technical audience

Preferred Experience, Skills, & Competencies:

• Operating Systems
• Networking
• Working knowledge in one or more of the following areas;
• A bachelor’s degree, college diploma or equivalent post-secondary education
• Electronic Medical Systems
• Computer hardware and peripherals
• Application Development
• Physician office workflow
• Previous experience in working in a service centre / call centre environment

Work-From-Home Requirements:

• Understand own network environment at home
• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
• Ability to troubleshoot own devices & connectivity
• Dedicated, private home workspace free of distractions and interruptions

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We grow together through spirited teamwork
• We embrace changes and innovate courageously
• We passionately put our customers and communities first

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Additional

Position Overview:

Technical Customer Service Representatives (CSR) will have the ability to use their customer service skills, technical savvy, and results driven mindset to directly help customers in a clinical setting that utilize Electronic Medical Records (EMR) software in Canada . CSRs will troubleshoot any issues that may arise surrounding EMT software and provide support via incoming calls and emails, helping analyze, troubleshoot, and resolve issues with 1st call resolution.

Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below. In order to be considered for this opportunity, applicants must reside in one of the following locations

• Alberta, British Columbia, Quebec, or Ontario, Canada
• Canada

Language Reference

English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.