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Part Time Bilingual Technical Support Representative

TELUS International

Description and Requirements 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. Location of Work: 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 This position requires candidates to be located in any city within the following locations; Canada : Alberta, British Columbia, Ontario or Québec Position Overview: Technical Customer Service Representatives CSR represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.

Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information demonstrating knowledge of the client’s products and services, including benefit plan options. Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure Tactically support member relationship by providing further insights into specific offerings as it relate to the client product and services Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments Identify customer trends and escalate to the appropriate channels per client and company policies Provide one-call resolutions to customer situations in the attempt to prevent repeat calls Deliver the brand promise every day Required Experience, Skills & Competencies: 1 years of interactive Customer Service experience Fluent in English and French (read, write and speak). Passionate about helping others, able to provide empathy when necessary Excellent customer service skills with strong written and verbal communication skills 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 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 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 4 hours per day 5 days per week, so weekend and evening availability is required. Preferred Experience, Skills & Competencies: A bachelor’s degree, college diploma or equivalent post-secondary education Previous working experience with networking, data center systems and various hardware components Previous experience in working in a service centre / call center 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 Job Type: Full-time Pay: From $25.64 per hour Schedule: 4 hour shift Day shift Holidays Monday to Friday Weekends as needed Work Location: Remote

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