Customer Support Specialist Level 1 (L1) - Canada

Synthesis Health

Who We Are

We're a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors. The Synthesis team is seeking a highly motivated and detail-oriented Customer Support Specialist Level 1 to join our growing company.

About the Opportunity

As a Customer Support Specialist L1, you will be the first point of contact for customers seeking assistance with our Synthesis technology solutions and services. You will play a key role in ensuring that our customers (Internal and external) receive timely support, addressing technical inquiries, troubleshooting issues and providing exceptional service while resolving within our SLA.

Key Responsibilities:

1. Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options.
2. Diagnose and resolve basic technical issues related to product functionality, installation and usage.
3. Escalate unresolved or complex issues to higher-level technical support or internal teams.
4. Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records.
5. Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary.
6. Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices.
7. Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements.
8. Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.
9. Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference.
10. Assist in managing customer expectations and delivering solutions within agreed timelines.
11. Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service.

About the Right Candidate
Qualifications

1. Education: Associate degree in a related field (e.g., healthcare technology, IT, or radiology) or equivalent work experience.
2. Experience:
3. Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector.
4. Experience with radiology systems or medical technology products is a plus.
5. Skills:
6. Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues.
7. Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably.
8. Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
9. Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent).
10. Empathy and patience when dealing with customers, with a focus on delivering outstanding service.
11. Strong attention to detail and commitment to accurate documentation.

Preferred Qualifications

1. Knowledge of radiology imaging systems or software (PACS, DICOM, etc.) is highly desirable.
2. Familiarity with customer relationship management (CRM) and ticketing platforms.

You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers.

Values:

1. Clinical service first.
2. Collaborate with our customers.
3. Listen, respect, learn.
4. Innovate to excel.

Behaviors:

1. Be nice.
2. Be creative.
3. Be honest.
4. Be helpful.

Compensation and Benefits

Compensation is fair market rates based on the country where the individual is hired. For Canadian candidates, the salary range for this position is $22 - $28 CAD.

Other benefits include but not limited to: Medical, Dental, Vision, "Use as needed" vacation policy, and participation in our employee option program.