The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases.  Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation and Passport applications via email, phone, and screen share. Customer Support Specialists collaborate with other members of the First Response team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers.

Responsibilities:

  • [80%] Field common first response customer and patient cases and cases:
    • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days.
    • Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance.
    • Responsible for an in depth understanding of the Elation and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources.
    • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
  • [20%] Collect pertinent information from customers and escalate complex cases to Senior Customer Support Associates
    • Participate in weekly urgent shift rotations after two-three months in the role
    • Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications:

  • Manages time effectively and works independently, self-starter
  • Strong desire to learn new material and thrives in an ever changing environment
  • Detail oriented and able to manage multiple tasks at once
  • Ability to think critically and make sound decisions with inputs from customers and available resources
  • Collaborates effectively with both customers and internal teams
  • Empathetic in their approach to work, and passionate about the user experience we support
  • Demonstrates strong written and verbal communication skills, professionalism
  • Effectively ascertains when work requires escalation to leads or manager

Bachelor’s degree or equivalent experience

  • 1+ years of experience in a customer service, customer-facing or healthcare environment preferred
  • Familiarity with Salesforce & Jira platforms is highly preferred

Salary:  $47,500 – $51,000 CAD + 10% CAD for overnight shift

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