Technical Customer Service Agent (Bilingual) | TELUS Health

Location: Req ID: 53569 Jobs by Category: Health Job Function: Customer Service Status: Full Time Schedule: Regular Description Bilingual Technical Customer Service Agent | (TELUS Health) Join our team & make a real impact in healthcare technology At TELUS Health, we’re transforming how technology supports healthcare across Canada. As a Bilingual Technical Customer Service Agent , you’ll be on the front line helping healthcare professionals, organizations, and clients effectively use TELUS Health software and technology solutions. This is a technical support role 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. If you’re tech-savvy, curious, solutions-oriented, and passionate about helping others , we’d love to meet you. What you’ll do Provide first-level technical support via phone, email, and ticketing systems to TELUS Health clients and healthcare professionals Troubleshoot issues related to TELUS Health software applications, systems, hardware, and connectivity Assist users with software navigation, system functionality, technical errors, access issues, and configuration Diagnose technical problems by asking the right questions, gathering information, and identifying the root cause Guide clients step-by-step through technical solutions in a clear and professional manner Analyze issues, determine their severity, and prioritize or escalate complex technical problems when required Support users working in Windows-based environments and with various healthcare technology solutions Accurately document technical issues, troubleshooting steps, and resolutions in the ticketing system Follow up with clients to ensure issues are fully resolved and deliver a high-quality customer experience Continuously develop your knowledge of TELUS Health applications, systems, technologies, and healthcare solutions Qualifications What you bring Bilingual in French and English — required Experience in technical support, IT, help desk, software support, or technology-focused customer service Strong troubleshooting skills across software, hardware, connectivity, and basic network issues Strong computer skills, including Windows and Microsoft Office Ability to learn new systems quickly and explain technical solutions clearly Strong communication, problem-solving, multitasking, and customer service skills Availability to work rotating shifts between 7:00 AM and 12:00 AM (midnight) ET, 7 days a week Highly valued assets Experience with healthcare technology or healthcare software Background in pharmacy, dental, medical, health benefits, insurance, or other healthcare environments Experience supporting healthcare professionals or clients Knowledge of healthcare workflows, billing, claims, prescriptions, or patient-related processes Experience with Kroll, AssystRx, or similar healthcare applications Technical education, certification, or hands-on IT experience Why join TELUS Health? Build your career at the intersection of technology and healthcare . Use your technical expertise to support healthcare professionals across Canada while gaining experience with TELUS Health solutions and making a meaningful impact. Additional information Full-time, remote position Rotating shifts between 7:00 AM and 12:00 AM (midnight) ET, 7 days a week Advanced French and English proficiency required due to the national scope of the role Candidates may be subject to a Government of Canada Personnel Security Screening At TELUS Health, we’re committed to creating an inclusive workplace where diverse perspectives and talents are valued. Bring your technical expertise to TELUS Health and help make healthcare technology work better for everyone. Salary Range: $50,000-$73,000 Performance Bonus or Sales Incentive Plan: 5% Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements 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 … Job Type: This is for future opportunities 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. 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 process. Health We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible. We are honoured to be recognized 21,166 Physicians using TELUS Health electronic medical records 6,300 Pharmacies using our pharmacy solutions 140 million+ Health claims processed using TELUS Health solutions Accessibility TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.