Technical Customer Service Agent (Bilingual) | TELUS Health

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.