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Customer Support Specialist

2 months ago

Toronto, Ontario, Canada Equest Full time
About Maximus Canada

Maximus Canada is a leading provider of eHealth software, services and support to 10 Canadian jurisdictions and internationally. Our mission is to improve people's lives by delivering innovative solutions that meet the complex needs of government agencies.

The Role

We are seeking an experienced Customer Support Specialist - Product Analyst to join our Product Support team. The successful candidate will provide frontline health product support to customers via multiple channels, including phone, email, chat, and ServiceNow.

The key responsibilities of this role include:

  • Performing initial triage of client cases and ensuring sufficient information is gathered and documented to diagnose and resolve issues
  • Troubleshooting and resolving customer issues within defined service levels and to customer satisfaction
  • Maintaining accurate records and reporting on customer incidents and requests
  • Escalating outstanding cases to ensure timely resolution and meeting Service Level Agreements
Requirements

To be successful in this role, you will require:

  • Excellent customer service and interpersonal skills
  • Strong technical competence and ability to troubleshoot complex issues
  • Experience using ServiceNow (preferred)
  • A high level of initiative and ability to work well in a team environment
What We Offer

We offer a competitive market-based salary, comprehensive benefits package, generous paid time off, and a hybrid and remote work environment in Canada. Our employees enjoy opportunities for professional growth and development, as well as recognition and rewards for their contributions.