Senior Benefits Support Analyst

TELUS; Toronto; On-site; CAD 45,000 - 89,000; Full time

Job summary

TELUS Health is seeking a Sr. SaaS Support Analyst to help healthcare clients optimize their benefits platforms. You will diagnose issues, provide expert guidance, and partner with internal teams to resolve inquiries efficiently.

The role emphasizes analytical thinking, proactive problem-solving, and the ability to manage multiple priorities under SLA constraints. Strong communication and collaborative skills are essential in a fast-paced health-tech environment.

Qualifications

• 3+ years of benefits administration, client support, or SaaS support experience.
• Strong analytical and troubleshooting skills under pressure.
• Able to manage multiple priorities with SLA-driven rigor.
• Excellent written and verbal communication skills.
• Team-oriented with collaborative approach.

Responsibilities

• Investigate and resolve client inquiries via phone, email or ticketing system.
• Analyze complex client issues and identify effective solutions under SLA pressure.
• Troubleshoot issues with systematic problem-solving and clear guidance.
• Meet deadlines and manage escalations while maintaining quality control.
• Act as liaison between client and internal teams to ensure needs are understood.
• Support platform updates and configuration changes, guiding adoption challenges.
• Document lessons learned and share knowledge with the team.
• Mentor junior team members and contribute to process improvements.
• Occasionally perform after-hours testing as needed.

Skills

Benefits administration

Client support

SaaS support

Analytical skills

Troubleshooting

Communication skills

Time management

Teamwork

MS Office proficiency

Education in business/health IT

Education

Post-secondary education in business/health IT

Tools

Microsoft SQL

Job description

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. Join our team and what we'll accomplish together

The TELUS Health Benefits Administration & Operations SaaS Support team empowers clients by solving their day-to-day platform and portal challenges. We're the trusted troubleshooting experts who ensure our clients' teams can effectively use the benefits tools and platforms they've purchased from us. Our strength lies in deep benefits domain knowledge, analytical problem-solving, and strategic client partnership. We don't implement new systems - we maximize the value clients get from their existing platforms through expert troubleshooting, proactive support, and knowledge sharing. Join our high-performing support team where your analytical mindset, troubleshooting expertise, and ability to work under pressure will directly solve client problems and drive client satisfaction. Be part of a dynamic environment where you'll own client challenges from investigation through resolution, earning trust and delivering impact every single day.

What makes this role different from our Configuration team: Our Configuration team builds and implements new benefits systems for clients. Your SaaS Support team focuses on supporting clients who already own and operate their benefits platforms. You'll be the expert troubleshooter who helps them solve day-to-day technical and administrative challenges, optimize their use of the platform, and share best practices. It's support-driven, not implementation-driven.

What you’ll do

• Investigate and resolve client inquiries - Take ownership of client issues via phone, email, or ticketing system with the ability to handle sensitive escalated matters.
• Analyze complex client issues - Research root causes, test hypotheses, and identify the most effective solutions under SLA pressure.
• Troubleshoot with confidence - Diagnose problems systematically, understand the client's business context, and provide expert guidance.
• Respond with SLA discipline - Meet client deadlines and service level agreements by prioritizing tasks appropriately, managing escalations in a time-sensitive manner, and ensuring quality control.
• Partner with clients as their voice - Act as the liaison between the client and our internal support, configuration, and implementation teams - ensuring client needs are understood and addressed.
• Support system transitions - Assist clients during platform updates and configuration changes, troubleshoot adoption challenges, and ensure smooth transitions.
• Build institutional knowledge - Document lessons learned, create Q&A resources, and share knowledge with the team to strengthen our collective expertise.
• Share your expertise - Support junior team members as you grow into a senior analyst role, mentoring through example and collaborative problem-solving.
• Drive process improvements - Recognize business process inefficiencies and recommend improvements to streamline client expériences.
• Occasional after-hours support - Perform business systems testing outside regular business hours as needed.

Must-haves

• 3+ years of benefits administration, client support, or SaaS support experience - You have deep, hands‑on knowledge of benefits operations, client administration challenges, or similar support environments.
• Exceptional analytical and troubleshooting skills - You diagnose complex issues systematically, think through root causes, and identify effective solutions even under pressure.
• Self-directed and proactive - You own investigations from start to finish, anticipate client needs, take initiative without constant supervision, and drive resolution with follow-through.
• Ability to manage pressure and competing priorities - You handle multiple urgent, competing priorities simultaneously, maintain composure and quality under SLA-driven pressure, and bring urgency and focus to your work.
• Excellent written and verbal communication skills - You explain complex technical issues clearly to both technical and non-technical audiences, document thoroughly, and build strong client relationships.
• Strong teamwork and collaboration - You build effective relationships with clients and internal teams, embrace flexibility, and contribute to a supportive team environment.
• Strong organizational and multitasking skills - You prioritize conflicting demands without supervision, manage multiple urgent issues concurrently, and maintain attention to detail.
• Proficiency with current technology tools - You're comfortable learning new tools quickly and have solid working knowledge of Microsoft Office (Word, Excel, etc.).
• Post‑secondary education in business, health administration, IT, or equivalent professional experience - Equivalent hands‑on experience considered.

Nice‑to‑have

• SaaS support experience
• Experience with Microsoft SQL scripts or other database query languages
• Knowledge of healthcare benefits regulations or compliance requirements
• Experience with benefits administration software platforms

Salary & Total Rewards

Salary Range: $44,500 - $89,000 CAD Annual Actual total compensation will be determined based on factors such as knowledge, skills, performance, and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.

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.

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.

Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s an chance to build genuine, long-term relationships along the way.

A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.