Practice Better is hiring a
Customer Support Specialist in Canada

Summary

The job description is for a Customer Support Specialist position at Practice Better, a leading all-in-one practice management software solution. The role is remote/hybrid/flexible and requires the candidate to be located in Canada. The employee will support and engage users as the company scales its SaaS business, with a focus on customer satisfaction and retention.

Requirements

• 2+ years of experience in a customer support role in a SaaS environment
• Experience in a customer support role in the Health and Wellness Industry is a bonus
• Tech-savvy
• Live Chat experience is a bonus
• Experience with Zendesk is a bonus
• Detail-oriented, well organized, efficient with time management
• Hustles to ensure success, you thrive in a fast-paced environment
• Dedicated to putting the customer first and ensuring an exceptional user experience
• Results-driven, strategic thinker
• Requires little supervision to produce superior results
• Able to work efficiently in a remote setting
• Able to work certain weekends to ensure support coverage for all customers
• Excellent written, oral, and communication skills in English

Responsibilities

• Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
• Perform a full range of customer service tasks to support users, including training users on the functionality of the Practice Better platform
• Develop and maintain in-depth product knowledge and an ability to educate users about how best to use features and implement Practice Better to reach their goals
• Assist in developing support materials such as help articles
• Identify and assess customers’ needs to achieve satisfaction and customer retention
• Collect feedback from users, analyze competing products and share suggestions with the development team
• Share/log user requests and suggestions with the development team
• Meet personal/team KPIs by way of CSAT and response times

Preferred Qualifications

Experience with Practice Better platform is a bonus

Benefits

• Unlimited Vacation
• Generous health benefits plan. (coverage starts from Day 1 and includes vision & dental)
• Choose your device
• Home Office Allowance. ($500/year to ensure your home office is set up for optimal comfort and productivity)
• Health & Wellness Allowance. ($750/year to support your health & wellness related goals and hobbies)
• Learning & Development Allowance. ($1000/year to explore a new skill, attend a conference, read some new books, etc.)
• Fully Remote
• Events & Free Lunches. (We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend)