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 on-going platform support.

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

Responsibilities:

-Respond to customer inquiries via phone and email in a timely and professional manner.

-Troubleshoot and resolve customer issues related to their workforce management software, escalating more complex issues to higher-level support or technical teams as needed.

-Guide customers through product features and functionalities, providing training and support to ensure they can effectively use the platform.

-Document customer interactions and issues in their support ticketing system, ensuring accurate and detailed records.

-Collaborate with internal teams (Product Development, Sales/Account Management, etc.) to address customer concerns and provide feedback for continuous improvement.

-Identify and report potential software bugs or usability issues, working with the product team to implement fixes or enhancements.

-Contribute to the development and maintenance of support documentation, FAQs, and knowledge base articles.

-Participate in team meetings, training sessions, and ongoing learning opportunities to enhance your skills and knowledge.

Qualifications:

-High school diploma or equivalent; Bachelor's degree preferred.

-1+ years of experience in a customer support role, preferably in a software or technology environment.

-Strong technical aptitude with the ability to quickly learn and understand complex software applications.

-Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely.

-Problem-solving mindset with a proactive approach to resolving customer issues.

-Detail-oriented and organized, with the ability to manage multiple tasks and priorities.

-Experience with support ticketing systems and customer relationship management (CRM) software.

-Must live within commuting distance from Newmarket, ON and observe a 3x/week in-office hybrid schedule