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.
The Client Support Lead ensures exceptional client satisfaction by proactively monitoring requests, coordinating with internal teams, and overseeing timely, high-quality issue resolution. They facilitate communication through regular meetings, manage change orders, and uphold service level agreements. Additionally, they support process improvements and collaborate with leadership to ensure effective team staffing.
Join a supportive and collaborative team spanning Canada and the US, where you'll engage in meaningful work by resolving issues efficiently and ensuring client satisfaction. Enjoy an inclusive company culture with virtual team events and a shared commitment to success.
What's in it for you:
- 100% work from home Full-time permanent position
- Annual bonus and customizable benefits
- Paid vacaiton and additional wellbeing days
- Wellbeing expense account
- 5000$ in mental health support annually
- Discounts on TELUS products and services
Responsibilities
- Establish and maintain excellent client relationship & satisfaction.
- Proactively monitor client satisfaction, and collaborates with the Client Manager and other key stakeholders.
- Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, completed in a timely manner with quality, and is being handled under the appropriate billing account.
- Attend and prepare regular status meetings with the client.
- Works directly with the internal team to resolve incidents and provide client support.
- Where appropriate peer review responses from team members to the client.
- Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected.
- Participate in the analysis of requests for changes to our solution or internal processes.
- Organizes and manages change order projects as may be required to deliver "Out of Scope" work, including preparation of change order, co-ordination with the various teams and deployments to client.
- Collaborate with the Support Team Manager and Client Manager to ensure support team is appropriately staffed.
Requirements
- Degree in Business Administration, Information Tenology, Computer Science, Finance, Engineering, Economics, Mathematics, Statistics, Project Management or related field.
- 3+ years experience as a Business Analyst in corporate environments.
- 1+ year experience in software Quality Assurance.
- Intermediate to advanced level with Microsoft Excel (providing reports and Vlookups).
- Strong ability in data analysis.
- Experience with Agile and Waterfall methodologies.
- Experience with Azure DevOps, an asset.
- Solid ability to understand clients' requirements and identify the best way to respond to it.
- Be able to manage priorities and meet deadlines in a changing environment.
- Excellent communication skills in English (oral or written) with external clients and internal team members at all levels.
- Knowledge of Canadian or US pension plans administration, an asset.
- Be available for occasionnal travel and on call support after hours.
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
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.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
