Senior Benefits Support Analyst

À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

Join our team and what we'll accomplish together

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.

What makes this role different from our Configuration team: Our Configuration team builds and implements new benefits systems for clients. Your SaaS Support team focuses on supporting clients who already own and operate their benefits platforms. You'll be the expert troubleshooter who helps them solve day-to-day technical and administrative challenges, optimize their use of the platform, and share best practices. It's support-driven, not implementation-driven.

What you'll do

Investigate and resolve client inquiries - Take ownership of client issues via phone, email, or ticketing system with the ability to handle sensitive escalated matters

Analyze complex client issues - Research root causes, test hypotheses, and identify the most effective solutions under SLA pressure

Troubleshoot with confidence - Diagnose problems systematically, understand the client's business context, and provide expert guidance

Respond with SLA discipline - Meet client deadlines and service level agreements by prioritizing tasks appropriately, managing escalations in a time-sensitive manner, and ensuring quality control

Partner with clients as their voice - Act as the liaison between the client and our internal support, configuration, and implementation teams - ensuring client needs are understood and addressed

Support system transitions - Assist clients during platform updates and configuration changes, troubleshoot adoption challenges, and ensure smooth transitions

Build institutional knowledge - Document lessons learned, create Q&A resources, and share knowledge with the team to strengthen our collective expertise

Share your expertise - Support junior team members as you grow into a senior analyst role, mentoring through example and collaborative problem-solving

Drive process improvements - Recognize business process inefficiencies and recommend improvements to streamline client expériences

Occasional after-hours support - Perform business systems testing outside regular business hours as needed

Must-haves:

3+ years of benefits administration, client support, or SaaS support experience - You have deep, hands-on knowledge of benefits operations, client administration challenges, or similar support environments

Exceptional analytical and troubleshooting skills - You diagnose complex issues systematically, think through root causes, and identify effective solutions even under pressure

Self-directed and proactive - You own investigations from start to finish, anticipate client needs, take initiative without constant supervision, and drive resolution with follow-through

Ability to manage pressure and competing priorities - You handle multiple urgent, competing priorities simultaneously, maintain composure and quality under SLA-driven pressure, and bring urgency and focus to your work

Excellent written and verbal communication skills - You explain complex technical issues clearly to both technical and non-technical audiences, document thoroughly, and build strong client relationships

Strong teamwork and collaboration - You build effective relationships with clients and internal teams, embrace flexibility, and contribute to a supportive team environment

Strong organizational and multitasking skills - You prioritize conflicting demands without supervision, manage multiple urgent issues concurrently, and maintain attention to detail

Proficiency with current technology tools - You're comfortable learning new tools quickly and have solid working knowledge of Microsoft Office (Word, Excel, etc.)

Post-secondary education in business, health administration, IT, or equivalent professional experience - Equivalent hands-on experience considered

Nice-to-have:

SaaS support experience

Experience with Microsoft SQL scripts or other database query languages

Knowledge of healthcare benefits regulations or compliance requirements

Experience with benefits administration software platforms

Salary & Total Rewards

Salary Range: $44,500 – $89,000 CAD Annual

Actual total compensation will be determined based on factors such as knowledge, skills, performance, and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.

À propos de nous

Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.

Avertissement : Conformément à la Politique de sécurité des centres de données de TELUS Santé, tout membre de l’équipe susceptible de travailler dans un centre de données ou d’avoir accès à des renseignements détaillés sur les technologies de service client peut faire l’objet d’une enquête de sécurité auprès du gouvernement du Canada.

Remarque aux candidats du Québec : si la connaissance de l’anglais est requise, c’est parce que le/la membre d'équipe qui occupera ce poste sera appelé(e), 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.

En déposant votre candidature pour ce rôle, vous comprenez et acceptez que vos informations seront partagées avec l'(les) équipe(s) d'acquisition de talents du groupe de sociétés TELUS et/ou tout gestionnaire impliqué dans le processus de sélection.