Customer Support Specialist

You will be joining Emma the Technical Support Team Lead and her multidisciplinary team of over 15 members. Their mission is to support our clients when they encounter technical issues or need help using our software.

As a key point of contact for our clients including clinics hospitals and healthcare professionals your role will be to assist them via phone and email with the use of our MYLE software. You will have a direct and meaningful impact on their satisfaction.

Your responsibilities will include:

• 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.

What will your first few months look like

Your first four weeks will be dedicated to discovering the MYLE product. As a member of our support team youll deepen your knowledge and gain insight into the many nuances of the MYLE software.

Weve designed an internal training and development plan to help you reach your goals. Heres what the typical progression and role evolution looks like responsibilities and compensation grow along the way:

1) Client Support Associate (06 months)

• Master our tools and processes

• Handle simple email requests

• Take calls during peak periods

2) Client Support Specialist (Level 1) (612 months)

• Apply knowledge acquired as an Associate

• Manage more complex email cases

• Handle regular phone support

3) Client Support Specialist (Level 2) (12 months)

• 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

Your managers role will be to equip and support you as you grow within the company in the direction you choose. Whether youre interested in customer success sales product management or R&D many MEDFARians have grown internally and we want you to be next!

Qualifications :

Ideally you have:

• 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

Working Conditions

• Contract: Permanent full-time (40 hours/week)

• Work mode: Hybrid or remote (within the province of Quebec only)

  • Occasional in-office presence may be required during the year (for events or team meetings for example).

  • Candidates must reside in the province of Quebec.

Work Schedule:

This is a full-time position of 40 hours per week spread over 5 days. You will be assigned a specific schedule and working days. Our support team operates 24/7 with coverage provided:

• From 7:30 a.m. to 10:00 p.m. (regular shifts)

• From 10:00 p.m. to 7:30 a.m. (on-call shifts only)

As such candidates must:

• 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.

Details regarding shift assignment (including night and weekend shifts) will be explained during the interview.

Please note: This role does not allow for evening-only or weekend-only schedules.

Additional Information :

• Remote work and flexibility (supporting work-life balance)

• RRSP contribution

• Healthcare insurance from day one

• Paid time off: 3 weeks 1 additional week between Christmas and New Year

• Annual training allowance ($1500) to support your professional development

• An onboarding program to help you get familiar with our environment and the digital healthcare field

• All IT equipment is provided with additional gear if needed

• Internal growth opportunities (promotions internal mobility)

• Support from a wellness and social committee with initiatives to foster team cohesion mental health and employee well-being

• A company culture focused on transparency collaboration and innovation

• Join a dynamic and innovative environment where your work has a real and wide-reaching impact helping to modernize healthcare in Canada and internationally

With offices around the world fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries bilingualism enables us to communicate in both languages while promoting the use of French.

At MEDFAR we value diversity equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported regardless of their background identity or part of our commitment to a fair and inclusive recruitment process we offer accommodation to candidates who request it. If you need accommodation during your interview please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women visible minorities ethnic minorities aboriginal peoples and people with disabilities. When applying we invite you to complete this section which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process please consult this guide.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills
Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator
Experience: years
Vacancy: 1