Customer Support Specialist

Summary

Join MEDFAR Clinical Solutions' Technical Support team and provide exceptional support to clients using the MYLE software. As a key point of contact, you will handle client requests remotely, troubleshoot technical issues, collaborate with team members, and escalate complex problems. Your first few months will involve intensive training on the MYLE product, progressing through different levels of Client Support Specialist. The company offers opportunities for internal growth and development within various departments. The position is permanent, full-time, and offers a hybrid or remote work option within Quebec. MEDFAR values diversity and inclusion and provides a supportive work environment.

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
• 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
• Be available Monday through Sunday, between 7:30 a.m. and 10:00 p.m. (based on team needs)
• Be open to working night shifts (10:00 p.m. to 7:30 a.m.), occasionally - a night shift bonus is offered
• You must reside in the Quebec region and be legally authorized to work in Canada
• Hybrid or remote (within the province of Quebec only)
• Permanent, full-time (40 hours/week)

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

Benefits

• 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
• Flexible hours (work-life balance)