Senior SaaS Benefits Support Specialist

LifeWorks; Toronto; On-site; CAD 45,000 - 69,000; Full time

Job summary

TELUS Health is seeking a skilled SaaS Support Analyst for our Benefits Administration & Operations team. You will troubleshoot day-to-day platform and portal challenges, investigate inquiries, and ensure SLA-aligned responses while partnering with clients and internal teams.

You'll leverage benefits domain knowledge, analytical thinking, and proactive communication to drive client satisfaction and smooth platform transitions. Experience in SaaS support and healthcare benefits a plus.

Qualifications

• 3+ years in benefits administration, client support, or SaaS support.
• Exceptional analytical and troubleshooting skills.
• Self-directed and proactive with investigations from start to finish.
• Ability to manage pressure and competing priorities under SLA constraints.
• Excellent written and verbal communication; strong client relationships.
• Strong teamwork and collaboration with internal teams.
• Strong organizational and multitasking abilities; detail-oriented.
• Proficiency with Microsoft Office (Word, Excel, etc.).
• Post-secondary education in business, health administration, IT, or equivalent experience.

Responsibilities

• Investigate and resolve client inquiries via phone, email, or tickets with ability to handle escalations.
• Analyze complex client issues, research root causes, and identify effective solutions under SLA pressure.
• Troubleshoot problems, understand client context, and provide expert guidance.
• Maintain SLA discipline by meeting deadlines and managing escalations.
• Act as liaison between client and internal support, configuration, and implementation teams.
• Support platform updates and configuration changes, assist adoption, ensure smooth transitions.
• Document lessons learned and create knowledge resources for the team.
• Mentor junior team members and contribute to problem-solving culture.
• Drive process improvements to reduce inefficiencies and enhance client experiences.
• Occasional after-hours testing and support as needed.

Skills

Benefits operations

SaaS support

Troubleshooting

Communication

Teamwork

Prioritization

Office tools

Proactive learner

Education

Post-secondary education in business/health IT

Tools

Microsoft SQL scripts

Job description

TELUS Health is seeking a skilled SaaS Support Analyst for our Benefits Administration & Operations team. You will troubleshoot day-to-day platform and portal challenges, investigate inquiries, and ensure SLA-aligned responses while partnering with clients and internal teams.

You'll leverage benefits domain knowledge, analytical thinking, and proactive communication to drive client satisfaction and smooth platform transitions. Experience in SaaS support and healthcare benefits a plus.