Position Overview:

Bilingual 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 EMR 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

Specific Responsibilities May Include:

• Assist customers by answering questions by phone and email

• Diagnose issues spanning products outside of your primary responsibility including third party 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 over the phone 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

• Ad hoc duties as assigned

Required Experience, Skills & Competencies:

• 1+ years of interactive Customer Service experience

• Bilingual French / English

• Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French

• Passionate about helping others, able to provide empathy when necessary

• Ability to type 30 WPM

• A demonstrated ability to clearly communicate technical information to a non-technical audience

• Ability to cope with a high volume of incoming calls and emails, working well under pressure

• Enjoys working towards targets around call volumes and call quality

• Demonstrates excellent organizational and time-management skills

• 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

• Ability to adapt quickly and embrace change

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

• 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. **On-Call times per business needs will also be required**

Preferred Experience, Skills, & Competencies:

• A bachelor’s degree, college diploma or equivalent post-secondary education 

• Previous experience in working in a service centre / call centre environment

• Working knowledge in one or more of the following areas;

• Physician office workflow

• Electronic Medical Systems

• Application Development

• Operating Systems

• Computer hardware and peripherals

• Networking

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.