Senior Technical Customer Service Agent
On-site · Montréal, Quebec, Canada
Job Summary
Senior Technical Service Agent at TELUS Health Incident Management. Responsible for supporting front-line teams handling advanced issues with TELUS infrastructure, acting as the customer-facing escalation point for critical production incidents, and coordinating communications to stakeholders. Provides coaching and mentorship to front-line staff, tracks performance against contractual obligations, and drives initiatives to improve incident response. Must be fluent in English and French, with strong interpersonal and customer service skills, and proficient in Microsoft Office and Excel. 24/7/365 availability is required.
Required Qualifications
- Post-secondary degree or equivalent combination of education and work experience
- Fluently bilingual in English & French, verbal and written
- 3+ years of contact centre experience
- Strong interpersonal and customer service skills
- Experience with Microsoft Office and Excel
- Knowledge of ITIL methodology (Great-to-haves)
- Experience in health-related IT infrastructure (Great-to-haves)
- Available for shifts 24/7/365
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