Technical Customer Service Representative

TELUS Digital; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking Technical Customer Service Representatives to support a leading pharmacy management system. In this fully remote role, you will enhance pharmacy operations by resolving technical issues and guiding clients through the Kroll system. Ideal candidates will have strong communication skills, a passion for customer service, and the ability to troubleshoot technical problems. Join a dynamic team where your contributions will make a significant impact on healthcare services across Canada. Embrace the opportunity to grow in a collaborative environment that values teamwork and continuous improvement.

Qualifications

• 2+ years of interactive Customer Service experience required.
• Strong communication skills with fluency in English.
• Ability to troubleshoot technical issues and provide solutions.

Responsibilities

• Assist pharmacy clients via phone and email with technical issues.
• Document bugs and escalate issues to internal teams.
• Provide training on Kroll system best practices.

Skills

Customer Service

Technical Troubleshooting

Communication Skills

Problem Solving

Team Collaboration

Education

College Diploma

Bachelor's Degree

Tools

Kroll System

Operating Systems

Computer Hardware

Networking Fundamentals

Job description

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

• Previous pharmaceutical experience (familiarity with Kroll systems)

• 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.

This position requires proficiency in English due to our operational needs, including primary client and customer support conducted in English, Business Process Outsourcing (BPO) responsibilities often involving English-speaking clients and systems, and the need for effective communication across our diverse team and client portfolio.