Technical Support Representative

7 days ago

Toronto, Ontario, Canada Velox Imaging Full time

About Velox

Velox Imaging provides the latest and greatest imaging solution for diagnostic clinics and small hospitals. We organize electronic documents and images for millions of patients, helping imaging centres go paperless and improve quality of care. We are a small team working towards a common goal: building a kick-ass online application to help clinics manage their patients. Known for extraordinary customer service and based in Woodbridge, Ontario, Velox Imaging serves customers all over Canada. Located at Langstaff and Jane, our open concept office is designed with team collaboration in mind - no cube farms here

Job Description

Top-rate customer experience is one of the things that define Velox. We take an active interest in our customers' businesses, resolve technical problems and out of our way to provide an above and beyond experience.

Think you have what it takes to join this kind of team?

What you will do:

  • Spend a part of your day answering support calls and emails that will require you to be able to rock technical questions day in and day out and, equally important, have our customers feeling valued and heard in each interaction.
  • Conduct your own investigations for complex issues and uncertain situations. The team is here to help you with that, though it is expected that with time your will learn the product hardware and software specifics. Learning is not an option, it is a must.
  • Keep track of ongoing issues, resolving problems with the team and keeping customers up-to-date on resolution progress.
  • Gather customer feedback and help the team in planning the new features. Pilot launch and introduce new features for the customers.
  • Turn any situation, including bad ones, into an extraordinary experience for our customers.
  • Execute on creative ways to help make our customer feel loved and supported – this includes gifts and wider initiatives.

What we expect from you:

  • Excellent communication skills, both on the phone and email
  • Expert technical skill level in computer hardware, operating systems and applications; experienced in troubleshooting operating system issues and virus/malware removal
  • Strong understanding of network setup and diagnostics
  • Desire to get things done, resolved and finished
  • Open-mind and willingness to learn new things

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