Technical Customer Service Representative (Remote)

Technical Customer Service Representative | TELUS International| Canada

Position Overview:

Technical Customer Service Representatives (CSR) will have the ability touse their customer service skills, technical savvy, and results driven...

Technical Customer Service Representative | TELUS International | Canada

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 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
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
1+ years of Technical Support experience

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

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: