Senior Benefits Support Analyst ( Temporary ) at TELUS in Toronto, Ontario, Canada

Job description

• 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.

Responsibilities

• 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

Requirements

• 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
• • 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
• ________________________________________

Skills

Required

• Analytical and troubleshooting skills
• Self-directed and proactive
• Strong teamwork and collaboration
• Microsoft Office (Word, Excel, etc.)

Preferred

• SaaS support experience

Benefits

• Salary Range: $44,500 – $69,000 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.