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Technical Support Analyst

4 weeks ago

Ste Anne de la Pocatière, Canada CareCru Full time
We are looking for an experienced and results-driven Technical Support Analyst responsible for providing technical support to our customers. This includes dealing with daily customer support requests, ensuring the successful and ongoing launch of our product, enhancing customer satisfaction, and helping them leverage the CareCru platform for maximum impact. You will be the key champion internally for our customers. You will also gain invaluable experience working at a Vancouver tech startup in which you will be involved in many facets of the business.

Let's talk if... You love technology and working in a SaaS business You bring enthusiasm, a strong work ethic and a positive attitude You are action oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders You are comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts You are a great communicator You’re the kind of person who takes initiative to improve things You conquer learning curves with ease You are data-driven, but biased to act when faced with ambiguity You understand how to balance customer empathy with executing on-time You like working with small teams and can move fast

Responsibilities Act as a primary point of contact for customers on the CareCru platform Manage customer cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating enhancements, and doing everything possible to provide a speedy resolution Aid in the technical set-up of new customer accounts Act as an escalation point for critical customer concerns and mobilize resources/training to resolve their issues Maintain all aspects of the technical relationship from troubleshooting possible issues, filing, and advocating for enhancements, partnering with product & engineering in preparing for new releases and rollouts, and otherwise participating in the overall maintenance and support of customer accounts Educate customers on upcoming product releases and enhancements Think outside of the box and provide strategic input for growing our customer base

Qualifications 2+ years of customer and/or technical support experience in SaaS company Excellent communication skills—both written and verbal Understanding of dental and the way a dental practice operates and grows Supporting SaaS platforms Experience with startups, small businesses, and/or the entrepreneurial scene Zendesk, HubSpot, and Microsoft Office experience Exceptional English speaking and writing proficiency Windows 10 operating software Basic Server Hardware and Software Familiarity, including familiarity with basic server maintenance activities such as software updates, security patches, and simple troubleshooting. SQL, HTML, CSS

Why CareCru? Be an early-stage contributor in a high-growth company run by a proven team with successful SaaS startup experience Competitive salary and early-stage stock options Excellent benefits package including health, dental and vision Many opportunities to grow within the company A great entrepreneurial team that works hard and has fun doing it

About CareCru CareCru is building the premier growth platform in dental. Both single-location practices, and dental groups, can supercharge their business by connecting their DPMS to the CareCru Platform to: Reveal the health of the practice(s) (Business Intelligence, AI-driven Insights) Boost team productivity by intelligently automating tasks (CRM-like Business Process Automation) Deliver an unparalleled patient experience (Next-gen Online Scheduling, Modern Patient Engagement) Adding the “Cru” is like adding three world-class team members to the practice—a front office administrator, a marketing specialist, and a practice consultant.