Bilingual (En/FR) Technical Customer Service Agent II

TELUS Health

6d • Remote

About The Position

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Create awesome experiences for our customers. Join our team and what we’ll accomplish together At TELUS Health, we are on a mission to create a healthier world, one life at a time. As a global-leading health and well-being provider, we deliver digital-first solutions that improve outcomes across physical, mental, and financial health. In this role, you will support TELUS Health One, our premier Employee Engagement Platform and Employee Assistance Program (EAP). Serving millions of users worldwide, this platform provides 24/7 access to critical mental health support and work-life services. As an Application Support Analyst, you will provide Tier 1 and 2 support, taking ownership of the investigation, diagnosis, and resolution of technical and service-related inquiries. You will act as the "voice of the client" internally, collaborating with our product teams to provide feedback in our fast-paced, SLA-driven environment. This is not your typical help desk role. We are looking for a customer-first problem solver who understands that behind every technical ticket is a person seeking support. You won't just be troubleshooting software; you will be ensuring that employees and their families can seamlessly access the care and resources they need. We value a proactive approach and a natural curiosity to explore how the platform works, aiming to resolve inquiries independently whenever possible before escalating to our engineering partners.

Requirements

• 3–5 years of experience in Customer-Facing Application or Technical Support
• Fluency in English and French, with the ability to provide high-quality support in both languages.
• The ability to thrive in an SLA-driven environment, expertly prioritizing a high volume of tasks to meet deadlines without sacrificing quality.
• You have a genuine desire to help people and an innate ability to show empathy, especially when users are frustrated.
• You don't just close tickets; you support people.
• You excel at active listening allowing you to de-escalate stressful situations with grace and patience.
• You have a knack for taking complex, technical jargon and translating it into clear, simple instructions that a non-technical user can easily follow.
• You take personal pride in seeing a problem through to the end.
• You are the ultimate advocate for the customer within our internal teams.
• While you might not know every system yet, you have a "detective" mindset. You love to poke around, ask "why," and figure out how things work.
• You thrive in a fast-paced environment where things change quickly.
• You view a new software update not as a hurdle, but as an opportunity to learn.
• You have excellent written and verbal skills, with a focus on being concise, professional, and warm in every interaction.
• A University degree or College diploma (Business, IT) and or relevant experience
• 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.
• Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Responsibilities

• Understand business requirements, build test cases and test software changes
• Troubleshoot problems by researching, analyzing and identifying symptoms and causes
• Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control
• Comply with the best practices available including standards of confidentiality and peer review
• Participate in special projects as well as new implementations, according to the needs of the department
• Recognize business process inefficiencies and recommend improvements
• Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base

Benefits

• Accommodation for applicants with disabilities, as required, during the recruitment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree