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About the Role

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.

Responsibilities

Investigate and resolve client inquiries, taking ownership of issues via phone, email, or ticketing system.
Analyze complex client issues by researching root causes, testing hypotheses, and identifying effective solutions under SLA pressure.
Troubleshoot systematically, understand client business context, and provide expert guidance.
Respond with SLA discipline by prioritizing tasks, managing escalations, and ensuring quality control.
Act as the liaison between the client and internal teams, ensuring client needs are understood and addressed.
Support clients during platform updates and configuration changes, troubleshoot adoption challenges, and ensure smooth transitions.
Document lessons learned, create Q&A resources, and share knowledge with the team.
Support junior team members and mentor through example and collaborative problem-solving.
Recognize business process inefficiencies and recommend improvements.
Perform occasional after-hours support and business systems testing as needed.

Requirements

3+ years of benefits administration, client support, or SaaS support experience.
Exceptional analytical and troubleshooting skills.
Self-directed and proactive with the ability to own investigations from start to finish.
Ability to manage pressure and competing priorities while maintaining composure and quality.
Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly.
Strong teamwork and collaboration skills.
Strong organizational and multitasking skills.
Proficiency with current technology tools, including Microsoft Office.
Post-secondary education in business, health administration, IT, or equivalent professional experience.
SaaS support experience (nice-to-have).
Experience with Microsoft SQL scripts or other database query languages (nice-to-have).
Knowledge of healthcare benefits regulations or compliance requirements (nice-to-have).
Experience with benefits administration software platforms (nice-to-have).

Skills

Benefits Administration
Client Support
SaaS Support
Analytical Skills
Troubleshooting
Problem-Solving
Client Relationship Management
Communication (Written and Verbal)
Teamwork
Collaboration
Organization
Multitasking
Microsoft Office Suite
Microsoft SQL Scripts (nice-to-have)
Database Query Languages (nice-to-have)

Location

Remote

Work Type

Full-time

Experience Level

3+ years

Education Level

Post-secondary education in business, health administration, IT, or equivalent professional experience

Salary/Compensations

$44,500 – $69,000 CAD Annual

Benefits

Competitive compensation packages tailored to experience level and expertise.

About the Company

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.
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.

Equal Opportunity

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.
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.