Customer Support Specialist

Summary

Join MEDFAR Clinical Solutions' Technical Support team and provide exceptional client support for their MYLE software. As a key point of contact, you will handle client requests remotely via phone and email, troubleshoot technical issues, collaborate with team members, and escalate complex tickets. Your first few months will involve comprehensive training on the MYLE product, progressing through different levels of Client Support Specialist roles with increasing responsibilities and compensation. MEDFAR offers a hybrid or remote work environment (in Quebec), flexible hours, and opportunities for internal growth. The company fosters an inclusive and innovative culture, providing various benefits including performance-based bonuses, generous group insurance, professional development allowance, and paid time off.

Requirements

• Previous experience in customer service
• A genuine desire to help clients and deliver an exceptional experience
• A knack for problem-solving, even when issues are complex
• A thirst for knowledge and a willingness to step outside your comfort zone
• Excellent command of both French and English (spoken and written)
• A passion for technology and the ability to learn and use new tools effectively
• Be available to work any day from Monday to Sunday , between 7:30 a.m. and 10:00 p.m. (shifts vary)
• Be available for night shifts (from 10:00 p.m. to 7:30 a.m.) — currently on a voluntary basis
• You must reside in the Quebec region and be legally authorized to work in Canada

Responsibilities

• Quickly handling incoming client requests remotely
• Providing technical support related to the use of MYLE
• Understanding and identifying the root cause of issues, and offering appropriate solutions tailored to each situation
• Collaborating with other support team members to resolve tickets
• Escalating tickets based on their complexity and communicating relevant information to technical teams
• Contributing to the expansion of our knowledge base and the improvement of internal processes
• Master our tools and processes
• Handle simple email requests
• Take calls during peak periods
• Apply knowledge acquired as an Associate
• Manage more complex email cases
• Handle regular phone support
• Handle complex and more technical client issues via email
• Manage phone support
• Help create technical documentation to enrich our knowledge base
• Support the training of new Level 1 Associates

Benefits

• Flexible hours (work-life balance)
• Performance-based bonus for all employees
• Generous group insurance coverage as of day 1 of employment
• Break paid between Christmas and New Years
• Annual $ 1,500 training allowance for your professional development
• A night shift premium is offered
• You decide where you do your best work (at home or the office)