Customer Support Representative - HealthTech

Our client is an established B2B HeathTech platform based in Newmarket, Ontario that was recently acquired. We are recruiting for a Customer Support Representative to join their team, where you'll be working with new and existing customers to provide technical and ongoing platform support.

On-site/Hybrid role - 3x/week. ~$60k Total Cash Comp + Benefits.

Responsibilities:

1. Respond to customer inquiries via phone and email in a timely and professional manner.
2. Troubleshoot and resolve customer issues related to their workforce management software, escalating more complex issues to higher-level support or technical teams as needed.
3. Guide customers through product features and functionalities, providing training and support to ensure they can effectively use the platform.
4. Document customer interactions and issues in their support ticketing system, ensuring accurate and detailed records.
5. Collaborate with internal teams (Product Development, Sales/Account Management, etc.) to address customer concerns and provide feedback for continuous improvement.
6. Identify and report potential software bugs or usability issues, working with the product team to implement fixes or enhancements.
7. Contribute to the development and maintenance of support documentation, FAQs, and knowledge base articles.
8. Participate in team meetings, training sessions, and ongoing learning opportunities to enhance your skills and knowledge.

Qualifications:

1. High school diploma or equivalent; Bachelor's degree preferred.
2. 1+ years of experience in a customer support role, preferably in a software or technology environment.
3. Strong technical aptitude with the ability to quickly learn and understand complex software applications.
4. Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely.
5. Problem-solving mindset with a proactive approach to resolving customer issues.
6. Detail-oriented and organized, with the ability to manage multiple tasks and priorities.
7. Experience with support ticketing systems and customer relationship management (CRM) software.
8. Must live within commuting distance from Newmarket, ON and observe a 3x/week in-office hybrid schedule.