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Customer Support Specialist

2 months ago

Toronto, Ontario, Canada Medisolution (2009) Inc. Full time

Job Description:

Medisolution seeks an experienced Customer Support Specialist with a solid background in Payroll processing within the Healthcare industry.

As a Customer Support Specialist, you will be the frontline point of contact for our clients, providing high-quality technical support and guiding them through their payroll processes. You will work closely with both clients and development team members to ensure timely resolution of issues and seamless deployment of our solutions.

Responsibilities:

  • Overall project management, creation of project deliverables, implementation, client training, demonstration, program documentation, and product testing.
  • Provide high-quality support to our clients, ensure we are meeting contractual obligations, and maintaining a high level of customer satisfaction and timeliness of resolution.
  • Communicate to clients when there are changes to; the application, and occasionally regulatory and legislative updates.
  • Implement new customers from start to finish including but not limited to analyzing set up needs, programming formulas, testing, training.
  • Provide ongoing customer support including; troubleshooting issues, providing application training to new staff, creating crystal reports, and/or providing crystal report training.
  • Prepare and keep up to date training documentation and update user guides when needed;
  • Assist with business development related activities including the development of proposals, statements of work, and delivery of presentations.
  • Participate in the development of project planning and implementation.
  • Develop a deep understanding of the functional/technical features of our applications and use this knowledge to address application related issues and questions;
  • Troubleshoot software and implementation issues and provide workaround and functional implementation guidance as needed, completing support cases for clients with a quick turnaround; via telephone, email, and/or ticketing system;
  • Use a ticketing system to review tickets, prioritize ticket queues, update and resolve tickets with complete and accurate documentation in a timely and effective manner;
  • Diagnosing software issues/bugs, performing the appropriate resolution; working with other members of the technical support and software development teams in order to identify, and resolve problems in a timely, efficient, and effective manner;
  • Perform other duties as required or assigned;

Requirements:

  • 2 - 3 years of Payroll processing experience, understanding of business processes and reporting requirements within Healthcare;
  • Ability to handle customer inquiries, requests, and complaints in an efficient, effective and professional manner;
  • Broad range of computer skills: crystal report writing, spreadsheet, statistics applications, and software (MS Office)
  • Excellent troubleshooting and analytical problem solving skills;
  • Experience using SQL or similar data modeling;
  • Superior oral, written and presentation skills are required;
  • Strong organizational skills and time management ability;
  • Ability to work independently, as well as in a team atmosphere;

What we are looking for:

  • Previous experience within the healthcare industry, particularly Payroll systems, and workflows;
  • Knowledge of Human Resource systems and interfaces would be an asset;
  • Thorough understanding of software concepts, interfaces, and technology;
  • Experience with system and user acceptance testing
  • Post-secondary degree or diploma in a related field
  • Strong organizational and time management skills, with the ability in managing competing priorities and timelines;
  • Excellent communication and presentation skills;