Customer Support Specialist

OverviewMEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy). Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.Job DescriptionYou 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 responsibilitiesQuickly 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, you’ll deepen your knowledge and gain insight into the many nuances of the MYLE software.We’ve designed an internal training and development plan to help you reach your goals. Here’s what the typical progression and role evolution looks like — responsibilities and compensation grow along the way:1) Client Support Associate (0–6 months)Master our tools and processesHandle simple email requestsTake calls during peak periods2) Client Support Specialist (Level 1) (6–12 months)Apply knowledge acquired as an AssociateManage more complex email casesHandle regular phone support3) Client Support Specialist (Level 2) (12+ months)Handle complex and more technical client issues via emailManage phone supportHelp create technical documentation to enrich our knowledge baseSupport the training of new Level 1 AssociatesYour manager’s role will be to equip and support you as you grow within the company — in the direction you choose. Whether you’re interested in customer success, sales, product management, or R&D, many MEDFARians have grown internally, and we want you to be nextQualificationsIdeally, you have:Previous experience in customer serviceA genuine desire to help clients and deliver an exceptional experienceA knack for problem-solving, even when issues are complexA thirst for knowledge and a willingness to step outside your comfort zoneExcellent command of both French and English (spoken and written)A passion for technology and the ability to learn and use new tools effectivelyWorking ConditionsContract: 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 ScheduleThis is a full-time position of 40 hours per week, spread over 5 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 InformationRemote work and flexibility (supporting work-life balance)RRSP contributionHealthcare insurance from day onePaid time off: 3 weeks + 1 additional week between Christmas and New YearAnnual training allowance ($1,500) to support your professional developmentAn onboarding program to help you get familiar with our environment and the digital healthcare fieldAll IT equipment is provided, with additional gear if neededInternal growth opportunities (promotions, internal mobility)Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-beingA company culture focused on transparency, collaboration, and innovationJoin a dynamic and innovative environment where your work has a real and wide-reaching impact, helping to modernize healthcare in Canada and internationallyWith 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 abilities. As 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. #J-18808-Ljbffr