Bilingual Technical Customer Service Agent I - Ottawa, Canada - TELUS

TELUS

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Ottawa, ON, CA Vancouver, British Columbia, CA Toronto, ON, CA Montreal, Quebec, CA Calgary, AB, CA- Req ID: Jobs by Category: Health- Job Function: Customer Service- Status: Full Time- Schedule: Regular
Description:

We will create awesome experiences for our customers by

Advocating for our customers' needs and creating a personalized experience
Genuinely displaying humanity in every customer interaction
Being an exceptional communicator listen, honest and clear
Getting things done by leveraging each other's unique talents
Proactively adapting to meet the changing needs of our customers

Our team and what we'll accomplish together

We have an exciting opportunity for a Bilingual Technical Customer Service Agent within the TELUS Health EMR support team The TELUS Health EMR support team is an industry leader in the development and implementation of Electronic Medical Records (EMR) software solutions in Canada.

As a Technical Customer Service Agent you will have the ability to use your technical expertise and take initiative in troubleshooting and analyzing various aspects of the EMR Software system and various hardware items.

You will work together with your team and supervisors to ensure clients receive the very best customer service while resolving their questions and issues in a timely fashion.

If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative environment, then read on as this job is for you

What you'll do

Diagnose issues spanning products outside of your primary responsibility including thirdparty software and multiple vendor OS and hardware environments
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
Actively participate in the creation and continued evolution of content for the knowledge base
Adhere to Incident, Problem, Change and Service Management based on ITIL best practices
Provide overthephone training on ideal and/or recommended software and hardware use
Foster a collaborative environment, which focuses on delivering timely resolution to client inquiries
Promote a cohesive, team environment throughout all levels of the help desk

Qualifications:

What you bring

Strong interpersonal, communication and problemsolving skills
Bilingualism in written and oral French and English is required
Demonstrates excellent organizational and timemanagement skills
Ability to research using internal knowledge bases and publicfacing documentation
Familiarity with Information Technology Infrastructure Library (ITIL) best practices
A demonstrated ability to clearly communicate technical information to a nontechnical audience
Ability to ask probing questions in order to obtain necessary information
Working knowledge in one or more of the following areas is an asset:
Physician office workflow
Electronic Medical Systems
Application Development
Operating Systems
Computer hardware and peripherals
Networking
Exhibits a strong desire to succeed and focuses on the best interest of the team and clients
Is flexible to change and resilient to stressful situations
Contact center experience in a technical support or customer service role
Punctual and reliable