Client Support Analyst (100% remote)

LifeWorks; Atlanta (GA); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player in health and well-being is seeking a Client Support Analyst to provide exceptional support for pension plan administration software. In this role, you will engage directly with end users, ensuring efficient administration while conducting root cause analysis and managing service requests. You will play a vital role in maintaining high service levels and supporting software updates through testing and documentation. Join a purpose-driven team that values innovation and collaboration, and make a meaningful impact on health outcomes for individuals and organizations alike.

Qualifications

• 2+ years of experience in client support or related field.
• Strong communication skills and attention to detail.

Responsibilities

• Provide frontline support for pension plan administration software.
• Conduct root cause analysis and manage service requests.

Skills

Communication Skills

Analytical Skills

Organizational Skills

Teamwork

Attention to Detail

Education

University degree in Computer Science

Degree in Mathematics or related discipline

Tools

Pension Plan Administration Software

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 Client Support Analyst will provide frontline support for pension plan administration software, conduct root cause analysis, manage service requests, and perform testing while ensuring high-quality service and adherence to SLAs.

What you’ll do

• Provide direct support for general and functional questions to end users in the efficient administration of pension plans with the use of TELUS Health’s software.
• Contribute to root cause analysis related to requests for changes to software or internal processes.
• Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected.
• Document requirements and provide expected results to the different support teams for investigation.
• Perform unit testing and validate regression testing results related to software updates.
• Use the appropriate tools or software to assign requests to support teams, track or follow up on requests.
• Manage assigned tasks effectively to completion in order to meet high level of service.

What you bring

• University degree in computer science, mathematics or any other related discipline.
• A minimum of 2 years of relevant experience.
• Excellent written and oral communication in English.
• Flexible and able to work with tight deadlines.
• Excellent team spirit.
• High level of attention to detail, initiative and organizational skills.
• Some travel may be necessary.

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 Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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.