Patient Support Specialist

About Cloud DX

At Cloud DX, our mission is simple: We make healthcare better for everyone. As a leader in digital health, we deliver award-winning virtual care and remote patient monitoring solutions that empower patients to manage their conditions from the comfort of their home.

Our innovative technology improves outcomes for patients with chronic conditions, reduces costs for healthcare providers, and transforms care delivery across North America. Since 2014, we’ve been driving innovation and making a meaningful difference in the communities we serve.

Cloud DX is growing, and we are looking for a Patient Support Specialist to assist our customers with any questions or technical issues when using our products. This will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. 

What You’ll Do 

• Answering our Customer Support line, live chat and email channels to diagnose client issues with our products and services while providing exceptional client support.  
• Optimize the customer, clinicians and patients, experience by providing outstanding customer service.  
• Diagnose and resolve technical hardware and software issues involving installation and operation of our cloud-based vital sign monitoring hardware and software.  
• Use a critical eye to review tickets and determine appropriate next steps, escalating priority issues when needed.  
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.  
• Follow-up and make scheduled callbacks to customers where necessary.  
• Stay current with system information, changes and updates.  
• Build and maintain relationships with support leads in our distribution network, gather feedback regarding our products and services, promote best practices and cement relationships.  
• You will work with Operations and Sales to train and educate Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.  
• Assist in the logistics of connecting and testing health kits and shipping those kits to customers and potential customers in the Canadian marketplace. 

• A Team Player: You’re approachable, enjoy seeing others succeed, and love stepping in to support when needed. 
• A Confident Communicator: You’re comfortable on the phone, have strong communication skills, excellent telephone etiquette, and can evaluate and respond to a variety of inquiries quickly. 
• You’re Flexible!  This is an hourly position, and while we strive to maintain consistent scheduling, flexibility is required.  
• A Multi-Tasker: You can handle a high volume of requests with ease and efficiency. 
• Entrepreneurial: You love solving problems, are quick to research solutions, and know when to escalate issues or ask for help. 

Bonus Points For 

• Experience using a ticketing system or working in a call queue. 

When applying to this position please include in your resume or cover letter: 

• Your availability (specific days + hours you can work)