Support Operations Specialist

6 months ago

Ottawa, Canada Fullscript Full time

Fullscript is making optimal care easy for everyone. Through our care delivery platform, health practitioners can seamlessly design personalized health plans, provide support and education tools, and effortlessly prescribe and manage the use of healthcare's best supplements — all in one place.

Since 2011, Fullscript has enabled over 90,000 practitioners to deliver care and has helped more than 5.5 MIL patients follow a path to wellness. And we are just getting started.

Come build a healthier future with us.

About the Role:
As a **Support Operations Specialist,** you’ll be responsible for ensuring the smooth operation of our Customer Success team and managing various operational tasks related to customer support, system administration, and finance. Your primary focus will be on coordinating communication, implementing process improvements, managing tools, and building strong relationships with cross-functional teams.

**What you'll do**:

- ** Escalations & Queue Management**:

- Manage support operation escalations, including but not limited to agent support and procedure clarifications, Ask the Doctor program, and onboarding practitioner program build requests.
- Monitor onboarding practitioner credential queues and provide review support as volume requires.
- **
Tooling & Processes**:

- Administer the CSM by configuring custom fields, views, triggers, and other necessary settings to optimize support workflows.
- Ensure the seamless functioning of the CS tech stack and troubleshoot any issues that arise.
- Analyze customer insights through Voice of the Customer surveys and other initiatives, identifying trends and themes in customer conversations.
- Implement recommended tools and process improvements for enhanced support operations.
- Assist with designing, testing, and rollout new support channels, workflows, and offerings.
- Own the creation and maintenance of comprehensive documentation for support workflows, ensuring accuracy and relevance.
- **
Communication & Team Coordination**:

- Effectively communicate changes, updates, and relevant information to the broader support team.
- Act as a liaison between support and cross-functional teams, including Product, Engineering, Internal Tools, Merchandising, Restrictions Compliance, and IMAT, fostering collaboration and knowledge sharing.
- Monitor and actively participate in relevant Slack channels.
- **
Finance Support**:

- Build and foster a close relationship with the Finance team, collaborating on various support-related finance tasks.
- Manage finance-related escalations, including charge disputes and tax reporting concerns.
- Conduct periodic reviews of Stripe transactions to identify and mitigate potential fraudulent activities.
- Coordinate tax refunds with the Finance team to ensure timely and accurate processing.
- Take ownership of customer support responsibilities related to annual tax events, ensuring compliance and accuracy.

**Your background**:

- 1+ years of post-secondary education in a related program is a plus.
- 2+ years of experience in customer support or customer success roles, preferably in a technology or healthcare industry.
- 1+ years of experience in a support operations role.
- Strong understanding of support operations and experience with managing escalations and queue management.
- Strong communication and coordination skills, with the ability to liaise between support and cross-functional teams effectively.
- Genuinely enjoys troubleshooting and problem-solving, with a passion for finding solutions.
- Possesses the ability to take ownership, make decisions, and proactively solve problems.
- Strong analytical skills, including the ability to identify trends, patterns, and insights from support data.
- **
Bonus**:

- Proficiency in using modern ticketing, customer engagement, and CRM solutions commonly used in customer service environments, such as Zendesk, Salesforce, and Help Scout.
- Experience in implementing and optimizing support processes and workflows.
- A proven track record in managing Voice of the Customer (VoC) programs.
- Familiarity with system administration tasks, including configuring custom fields, views, and triggers.
- Knowledge of finance-related tasks and experience collaborating with finance teams.

**The Perks**:

- Competitive Compensation
- Flexible Paid Time Off program
- Fullscript’s RRSP match program
- Stock Options
- Customizable benefits package (medical, dental, vision) with HSA
- Discount on Fullscript catalog of products for family & friends

2/21/24
- Our Wherever You Work Well philosophy means Fullscript teammates get to pick their own office — whether that’s in-office, at home, or a bit of both _\uD83D\uDC36\uD83C\uDFE1_

Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualificatio

  • Operations Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Randstad Full time

    We are seeking a highly organized and customer-focused individual to join our team as an Operations Support Specialist.About the RoleThis is a temporary position lasting 6 months, working Monday to Friday from 8:30 AM to 5:00 PM in Ottawa Downtown. The successful candidate can expect a competitive salary range of $50,000 to $60,000 per year.Job DescriptionAs...

  • Healthcare Support Specialist

    1 month ago

    Ottawa, Ontario, Canada Home and Community Care Support Services Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Healthcare Support Specialist to join our Intake Team. As a key member of our team, you will provide administrative and clerical support to ensure the smooth delivery of patient-centered care.Key ResponsibilitiesProvide information and referral services to patients, families, and service...

  • Operational Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Assent Full time

    Job Summary:We are seeking an experienced Operational Support Specialist to join our Product organization. This role is critical in ensuring the smooth and efficient operation of our product teams and activities.Key Responsibilities:Event Management: Coordinate recurring product team meetings and events, such as Quarterly Business Reviews, All Hands...

  • Operation Support Specialist

    6 months ago

    Ottawa, Canada GardaWorld Full time

    Reporting to the Senior General Manager of Operations, the Operation Support Specialist is responsible for providing logístical support to the operations team at the terminal as well as facilitating processes that require administrative and operational cooperation. This role works closely with various departments to ensure compliance with contractual and...

  • Operations Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Vienna's Auto Full time

    Job DescriptionWe are seeking a highly organized and detail-oriented Operations Support Specialist to join our team at Vienna's Auto.About the RoleThe successful candidate will be responsible for providing administrative support to our team, ensuring seamless day-to-day operations. This is an exciting opportunity for someone who enjoys a fast-paced...

  • Healthcare Support Specialist

    1 month ago

    Ottawa, Ontario, Canada Home and Community Care Support Services Full time

    Job SummaryWe are seeking a highly organized and detail-oriented individual to join our team as a Healthcare Support Specialist. In this role, you will provide administrative support to our Care Coordination team, ensuring that patients receive prompt and effective customer service.Key Responsibilities:Provide administrative support to the Care Coordination...

  • Operation Support Specialist

    5 months ago

    Ottawa, Canada GardaWorld Full time

    Reporting to the Senior General Manager of Operations, the Operation Support Specialist is responsible for providing logístical support to the operations team at the terminal as well as facilitating processes that require administrative and operational cooperation. This role works closely with various departments to ensure compliance with contractual and...

  • Operation Support Specialist

    5 months ago

    Ottawa, Canada GardaWorld Full time

    Reporting to the Senior General Manager of Operations, the Operation Support Specialist is responsible for providing logístical support to the operations team at the terminal as well as facilitating processes that require administrative and operational cooperation. This role works closely with various departments to ensure compliance with contractual and...

  • Healthcare Support Specialist, Casual Intake: Cornwall

    2 weeks ago

    Ottawa, Ontario, Canada Home and Community Care Support Services Full time

    Job OverviewWe are seeking a highly organized and detail-oriented Healthcare Support Specialist to join our team at Home and Community Care Support Services in Cornwall. As a key member of our intake team, you will provide administrative support to ensure the efficient delivery of patient-centered care.

  • Building Operations Support Specialist

    1 month ago

    Ottawa, Ontario, Canada CB Canada Full time

    Job SummaryWe are seeking a skilled Building Operations Support Specialist to join our team at CB Canada. This role will provide critical support to our operations team, ensuring the smooth day-to-day functioning of our facilities.Key ResponsibilitiesProvide exceptional customer service as the first point of contact for employees, contractors, and...

  • Exams Operations Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada British Council Full time

    We are seeking a highly skilled Exams Operations Support Specialist to join our team in supporting the efficient delivery of exams operational administration and finance services.The successful candidate will support Cluster Exams Finance and Administrator counterparts with the production of off-system income recognition journals, ensuring information is...

  • Business Operations Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Satnaam Carrier Co. Full time

    About the RoleAs a Business Operations Support Specialist at Satnaam Carrier Co., you will play a vital role in ensuring the smooth day-to-day operations of our business. This is an excellent opportunity to gain experience and develop your skills in administrative support.Key ResponsibilitiesSchedule appointments and manage calendars to ensure efficient time...

  • Linux Operations Support Specialist

    2 months ago

    Ottawa, Canada NavitsPartners Full time

    **Linux Operations Support Specialist** **Responsibilities**: - Deliver in-depth troubleshooting and consulting for Linux system operations. - Manage installation, upgrades, and maintenance for Linux systems. - Implement software modifications to enhance system performance. - Troubleshoot issues on Linux servers running distributions like Red Hat, Ubuntu,...

  • Legal Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada KULLUR LAW PROFESSIONAL CORPORATION Full time

    Job Title: Legal Support SpecialistJob Summary: We are seeking a highly organized and detail-oriented Legal Support Specialist to join our team at KULLUR LAW PROFESSIONAL CORPORATION. As a Legal Support Specialist, you will provide administrative support to our legal team, ensuring the smooth operation of our law office.Key Responsibilities:Provide...

  • Business Operations Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Agaram Solutions Inc Full time

    Job DescriptionWe are seeking a highly organized and detail-oriented Business Operations Support Specialist to join our team at Agaram Solutions Inc.The ideal candidate will have 1-2 years of experience in administrative roles and possess excellent communication skills.Key ResponsibilitiesSchedule and confirm appointments with clients and stakeholdersRespond...

  • Administrative Support Specialist

    3 weeks ago

    Ottawa, Ontario, Canada The Association of Canadian Financial Officers] Full time

    OverviewThe Association of Canadian Financial Officers is seeking a highly organized and detail-oriented Administrative Support Specialist to join our team. As an Administrative Support Specialist, you will provide administrative support to our staff, ensuring the smooth operation of our office.ResponsibilitiesProvide administrative support to staff,...

  • System Support Specialist

    4 months ago

    Ottawa, Canada Alttechnical Full time

    ALT Technical is looking to fill a full-time position for a Systems Support Specialist for our Ottawa Office.As a System Support Specialist you would be responsible for ensuring the smooth operation of an organization's computer systems and networks. This role involves troubleshooting hardware and software issues, providing technical assistance to end-users,...

  • Technical Support Specialist

    5 months ago

    Ottawa, Canada DNSnetworks Corp Full time

    Salary: 60-70k The technical support engineer's main responsibilities: - Evaluate the performance of existing computer systems, plan and direct upgrades and improvements, troubleshoot problems / test and resolve issues. - Provide recommendations to enhance IT systems and services. - Support, administer, configure, and install software and hardware products...

  • Dental Support Specialist

    1 week ago

    Ottawa, Ontario, Canada Metcalfe Street Dental Full time

    We are seeking a highly skilled and organized Dental Support Specialist to join our team at Metcalfe Street Dental. The successful candidate will provide exceptional support in preparing patients for dental examinations, scheduling appointments, and maintaining accurate records.About the Role:This is a permanent position working 40 hours per week. As a...

  • Building Controls Automation Specialist

    3 days ago

    Ottawa, Canada This is an IT support group Full time

    p>Who We AreBGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320...