Technical Customer Service Representative

Position Overview:

We are looking for Technical Customer Service Representatives (CSR) to join our team supporting Kroll, the leading pharmacy management system used by over 60% of Canadian pharmacies. In this role, you will play a key part in helping pharmacies across the country enhance their operations and deliver better service to their patients by resolving technical issues and offering system guidance. Team members will become Kroll super users, gaining hands-on experience with one of the most widely used platforms in the industry.

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

Specific Responsibilities May Include:

Assist pharmacy clients via phone and email
Diagnose and troubleshoot technical issues related to Kroll and connected hardware
Document bugs and work with internal teams to escalate and resolve issues
Provide over-the-phone guidance and training on Kroll system best practices
Contribute to and evolve the internal knowledge base
Follow established Incident, Problem, Change, and Service Management processes
Support a collaborative and responsive help desk environment
Perform additional tasks as assigned

Required Experience, Skills & Competencies:

2+ years of interactive Customer Service experience
Strong communication skills with fluency in English (read, write and speak)
Comfortable handling multiple inquiries in a fast-paced environment
Curious, empathetic, and solutions-oriented
Team player, open to feedback and continuous improvement
Technical savvy
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
Able to explain technical information clearly to non-technical users
Ability to adapt quickly and embrace change, learning new concepts quickly
Receptive to feedback and constructive criticism
Ability to pass a criminal background check and if required an employment verification
The flexibility to work any shift assigned within a 24/7 operation
Shifts will be 8 hours per day 5 days per week
Weekend and evening availability is required.

Preferred Experience, Skills, & Competencies:
College diploma, bachelor's degree, or equivalent post-secondary education
Previous experience in a support or call center role is an asset
Familiarity with:
Operating systems
Computer hardware and peripherals
Networking fundamentals
French language skills are a plus, but not required

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

TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.