Position Overview:

We are looking for Technical Customer Service Representatives (CSR) to join our team supporting Kroll, the leading pharmacy management system used by over 60% of Canadian pharmacies. In this role, you will play a key part in helping pharmacies across the country enhance their operations and deliver better service to their patients by resolving technical issues and offering system guidance. Team members will become Kroll super users, gaining hands-on experience with one of the most widely used platforms in the industry.

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

Specific Responsibilities May Include:

• Assist pharmacy clients via phone and email

• Diagnose and troubleshoot technical issues related to Kroll and connected hardware

• Document bugs and work with internal teams to escalate and resolve issues

• Provide over-the-phone guidance and training on Kroll system best practices

• Contribute to and evolve the internal knowledge base

• Follow established Incident, Problem, Change, and Service Management processes

• Support a collaborative and responsive help desk environment

• Perform additional tasks as assigned

Required Experience, Skills & Competencies:

• 2+ years of interactive Customer Service experience

• Strong communication skills with fluency in English (read, write and speak)

• Comfortable handling multiple inquiries in a fast-paced environment

• Curious, empathetic, and solutions-oriented

• Team player, open to feedback and continuous improvement

• Technical savvy

• Ability to learn new hardware and software quickly

• 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 research using internal knowledge bases and public-facing documentation

• Able to explain technical information clearly to non-technical users

• Ability to adapt quickly and embrace change, learning new concepts quickly

• Receptive to feedback and constructive criticism

• Ability to pass a criminal background check and if required an employment verification

• The flexibility to work any shift assigned within a 24/7 operation

• Shifts will be 8 hours per day 5 days per week

• Weekend and evening availability is required.

Preferred Experience, Skills, & Competencies:

• College diploma, bachelor's degree, or equivalent post-secondary education

• Previous experience in a support or call center role is an asset

• Familiarity with:

• Operating systems
• Computer hardware and peripherals
• Networking fundamentals
• French language skills are a plus, but not required 

Work-From-Home Requirements:

• Dedicated, private home workspace free of distractions and interruptions

• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps

• Understand own network environment at home

• Ability to troubleshoot own devices & connectivity

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 passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

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