Role Description TELUS Health is empowering every person to live their healthiest life. As a global-leading health and well-being provider, we deliver digital-first solutions that improve outcomes across physical, mental, and financial health. In this role, you will support TELUS Health One, our premier Employee Engagement Platform and Employee Assistance Program (EAP). As an Application Support Analyst, you will provide Tier 1 and 2 support, taking ownership of the investigation, diagnosis, and resolution of technical and service-related inquiries. You will act as the "voice of the client" internally, collaborating with our product teams to provide feedback in our fast-paced, SLA-driven environment. This is not your typical help desk role. We are looking for a customer-first problem solver who understands that behind every technical ticket is a person seeking support. You won't just be troubleshooting software; you will be ensuring that employees and their families can seamlessly access the care and resources they need. What you’ll do: - Understand business requirements, build test cases and test software changes - Troubleshoot problems by researching, analyzing and identifying symptoms and causes - Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control - Comply with the best practices available including standards of confidentiality and peer review - Participate in special projects as well as new implementations, according to the needs of the department - Recognize business process inefficiencies and recommend improvements - Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base Qualifications - 3–5 years of experience in Customer-Facing Application or Technical Support - Fluency in English and French, with the ability to provide high-quality support in both languages - A University degree or College diploma (Business, IT) and/or relevant experience Requirements - The ability to thrive in an SLA-driven environment, expertly prioritizing a high volume of tasks to meet deadlines without sacrificing quality - Genuine desire to help people and an innate ability to show empathy, especially when users are frustrated - Excel at active listening allowing you to de-escalate stressful situations with grace and patience - Ability to translate complex, technical jargon into clear, simple instructions for non-technical users - Take personal pride in seeing a problem through to the end; advocate for the customer within internal teams - Possess a "detective" mindset; love to poke around, ask "why," and figure out how things work - Thrive in a fast-paced environment where things change quickly - Excellent written and verbal skills, with a focus on being concise, professional, and warm in every interaction - Advanced knowledge of English is required for interactions with external and internal parties Benefits - Inclusive culture that embraces diversity - Commitment to fair employment practices - Accommodation for applicants with disabilities during the recruitment process