Customer Support Associate

We are a reputable software company specializing in the healthcare industry. We have various products for Laboratories, Hospitals, Doctors, and almost all areas of healthcare since 1988 When you join us you’ll be part of a smart, driven team that shares your passion for exploration and discovery in the Healthcare Software vertical. With significant investment in people, processes and technology, we give our people the resources and opportunities to make significant contributions to all of our clients who partnered with our organization.

You will be joining the Technical Support Team Leader, and her team (+20 people), whose mandate is to help our customers when they encounter technical or user problems. 

As the privileged contact for our customers (clinics, hospitals and healthcare professionals), your role will be to assist them by telephone with the use of software. You will have a direct and significant impact on their satisfaction. 

Your role will be to: 

• Respond quickly to remote customer requests; 

• Provide technical support 

• Understand and identify the source of their problem(s), and propose a solution adapted to their situation; 

• Collaborate with other members of the support team in resolving tickets; 

• Escalate tickets according to their complexity and provide feedback to technical teams; 

• Contribute to expanding our knowledge base and improving our internal processes.

• What will your first months be like? 

• Your first 4 weeks will be dedicated to discovering our product. Then, as part of our support team, you'll deepen your knowledge and discover the subtleties of our product.

  You'll then be trained by our support team to understand our product environment, our practices and our tools. You'll be guided step by step until you're fully autonomous on the job. 

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  Work schedule: 

• Available Monday to Sunday, 7:30 a.m. to 10 p.m. EST - hours may change during the year. *

• Available to work night shifts* (10pm-7:30am EST)

• *The factors that determine weekend work will be explained during the interview.

   

• Ideally: 

• You have previous experience in a customer service department. Or, you are used to dealing with external customers on the phone 

• You are fluent in English (both written and spoken), French is an asset; 

• You are committed to helping your customers and providing them with an exceptional experience; 

• You are known for your resourcefulness in finding solutions, even to complex problems; 

• You have a thirst for knowledge and like to get out of your comfort zone; 

• Be tech-savvy, with the ability to learn and use new technological tools effectively;

• Assets:

• You have initial experience in technical support (e.g. bug investigation, troubleshooting etc.). 
• You have experience with a software / SaaS product. 

• Fixed Night Shift
• Salary Best in the Industry
• Performance Bonus
• Allowances
• Insurance Benefits