Digital Support Coordinator
2 months ago
Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.
This is a **6 months Contract **position with a possibility of extension.
**Key Responsibilities**
**Client Support & Communication**:
- First point of contact for client inquiries about our digital platform and products.
- Respond to client inquiries, provide guidance on features, and troubleshoot issues.
- Thoroughly document interactions, maintain accurate and comprehensive documentation of client interactions, including troubleshooting steps and resolutions, and ensure this information is communicated to relevant technical teams for follow-up.
**Technical Troubleshooting & Documentation**:
- Thoroughly investigate and analyze technical problems, capturing detailed steps and understanding the context of the issue when escalating to the appropriate team to ensure accurate issue resolution.
- Document issues in ServiceNow, manage ticket triage, and clone tickets to Jira for further investigation.
- Monitor user-reported issues, providing regular status updates to clients and updating operating procedures as needed.
- Provide feedback to Project and Product Teams for continuous improvement.
- Test scenarios on devices and environments, perform resets and configurations, and monitor/respond to app store reviews.
- Access client/employee info in systems like Procura and Alayacare.
**Collaboration & Community Building**:
- Collaborate with cross-functional teams including Product Development, Product Management, IT, marketing, and business operational teams.
- Contribute to team cohesion and a culture of continuous improvement.
**Work Location** : Mississauga ( hybrid ) with at least 2 days onsite weekly.
Job Qualification
**Education**
- Bachelor’s degree or equivalent experience in a related field preferred.
**Experience**
- At least 2 years in a technical support, product support role or similar position involving client interactions.
- Proven track record of effective customer service and technical issue resolution.
- Experience in home care or health care settings is an asset.
**Skills**
- Communication Skills: Excellent written and verbal communication
- Detail Oriented: Strong attention to detail and accurate documentation
- Analytical Skills: Strong analytical skills to identify, monitor, troubleshoot and escalate technical issues effectively
- High empathy and personal connection with clients.
**Additional Attributes**:
- Resilience and adaptability to manage change and ambiguity.
- Ability to translate technical information into clear, non-technical language.
- Experience with scheduling software is a plus.
- Proficiency in French is an asset.
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