Customer Support Specialist

Summary

Join Fullscript as a Customer Success Specialist and deliver exceptional service to healthcare practitioners and patients across North America. You will be the primary point of contact, offering proactive support and personalized solutions to ensure customer success and satisfaction. This role requires strong communication and problem-solving skills, building relationships, and collaborating with a team to enhance the customer experience. The position is remote but requires flexibility to work every fourth weekend and is located in or near Kelowna, BC, to allow for occasional in-person collaboration. You will troubleshoot issues, recommend product features, resolve inquiries, and gather customer feedback. The ideal candidate possesses proven customer service experience, a passion for customer happiness, and strong communication and organizational skills.

Requirements

• Proven experience in customer-centric roles, ideally in retail or hospitality
• Passion for customer happiness and a positive, engaging demeanor
• Ability to multitask and excel in a dynamic environment
• Dedication to delivering excellence in every interaction
• Strong communication and organizational skills
• Embracing change and welcoming new challenges
• Enjoyment of collaborative teamwork
• Curiosity and a continuous learning mindset
• You must be flexible in scheduling to support customers across North America

Responsibilities

• Collaborate with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful
• Troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs
• Successfully resolving complex customer email and telephone inquiries through the use of multiple customer support tools and personal product knowledge
• Building sustainable relationships of trust through open and interactive communication
• Collaborating with your teammates to come up with new initiatives to surprise & delight our customers
• Coordinating closely with your teammates to ensure support is covered during all business hours
• Gathering trends in issues and feedback and reporting them to your supervisor
• Working closely with the rest of the support team to ensure there is coverage during all business hours being a champion of Fullscript

Preferred Qualifications

Familiarity with Zendesk and SaaS productivity tools is a plus

Benefits

• Competitive Compensation
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends