Senior Technical Customer Service Agent

TELUS•Edmonton, AB

About The Position

At TELUS Health Incident Management, we are on a mission to provide best-in-class customer service for our various lines of business. We support front line teams reporting issues with TELUS-owned infrastructure. Our mission is to provide clear and constant communication so critical stakeholders are always informed as to the current status of ongoing incidents. We rally resolver groups to ensure rapid solutions are provided for current challenges. As a Senior Technical Service Agent with TELUS Health, you will provide support to front line team members reporting advanced issues with TELUS infrastructure. This involves collaboratively negotiating positive outcomes in multifaceted conversations, consisting of a varying group of stakeholders. You will provide feedback, coaching, and mentorship to front-line team members to ensure our collaborative goals of stronger customer satisfaction and operational excellence. You will also keep leadership groups informed of current challenges and ongoing incidents within TELUS infrastructure You will manage key initiatives and projects while still maintaining day-to-day operations to ensure we provide higher levels of service to our clients, and you will provide customer escalation support, manage our performance against our contractual obligations, and ensure our contracted service commitments are being delivered You will act as an escalation point for critical production incidents until incidents are brought to a resolution, managing communications as contractually required. Our team manages these incidents as needed 24 hours a day, 7 days a week

Requirements

Fluently bilingual in English & French, verbal and written
Strong interpersonal and customer service skills
Team oriented and able to work with minimal supervision
Strong experience with Microsoft Office and Excel
3+ years of contact centre experience
Post-secondary degree or equivalent combination of education and work experience
Available for shifts 24/7/365
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Nice To Haves

Knowledge of ITIL methodology
Experience in health-related IT infrastructure

Responsibilities

Answer and interact with customers via chat, email and phone, providing friendly and efficient service
Working on individual projects to improve our response capabilities as directed by business needs
Interfacing with product Customer Service Managers to ensure the best path forward for current challenges or issues
Collaborating with a multifaceted team to achieve the strongest outcomes possible for customers
Acting as the customer-facing portion of a multi-stakeholder resolver group for critical incidents, to ensure the rapid and accurate delivery of timely information to both the resolvers and customers
Provide feedback, coaching, and mentorship to front-line team members
Keep leadership groups informed of current challenges and ongoing incidents within TELUS infrastructure
Manage key initiatives and projects while still maintaining day-to-day operations
Provide customer escalation support
Manage performance against contractual obligations
Ensure contracted service commitments are being delivered
Act as an escalation point for critical production incidents until incidents are brought to a resolution
Manage communications as contractually required