Client Support Ba

6 months ago

Toronto, Canada LifeWorks Full time

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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.

Client Support BA
- Job Description
- Responsibilities-
Establish and maintain excellent client relationship & satisfaction;
-Clear knowledge of our Solution and can effectively support the team;
-Responsible to provide expertise in particular functional areas of our Solution including integration with other components in the solution in the Finance area;
-Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, and is completed in a timely manner with quality;
-Attend and prepare regular status meetings with the client;
-Works directly with the internal team to resolve incidents, prepare client requirement documentation, understand changes in upcoming release, and provide client support;
-Where appropriate peer review responses from team members to the client;
-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;
-Participate in the analysis of requests for changes to our solution or internal processes including updates to requirement documentation;
-Organizes and manages change order project deliverables as may be required to deliver "Out of Scope" work, including preparation of requirement documentation, demo/walkthrough, configuration, review of complex test scenarios and testing results, to client where applicable;
-Collaborate with the Support Team Manager and Client Manager to ensure client requests are appropriately staffed and that client user are effectively using our integrated solution;
- Qualifications-
Have a college education in a field deemed relevant;
-Have a minimum of 3 years of experience;
-Be able to understand business needs and identify the best way to respond to it;
-Detailed oriented and able to assess situations logically;
-Able to understand client issues and provide guidance on next steps
-Able to manage client priorities and expectations
-Be able to manage priorities and meet deadlines in a changing environment;
-Excellent communication skills (oral or written) with external clients and internal team members at all levels;
-Knowledge of the area of pension or benefits administration or finance and / or quality assurance experience will be considered an asset;
-Be available for occasional travel.
Si la connaissance de l’anglais est requise, c’est parce que la personne qui occupera ce poste sera appelée, sur une base régulière, à interagir en anglais avec des parties externes ou internes ou encore à travailler dans un environnement informatique anglais dans le cadre de ses tâches.
- #LI-RW1Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

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