Customer Support Specialist

Medfar • Montreal, QC

10d • Hybrid

About The Position

MEDFAR Clinical Solutions is seeking a Customer Support Specialist to join their team. This role involves assisting customers, including clinics, hospitals, and healthcare professionals, with billing issues and questions related to their invoices for the MYLE software. The specialist will be a key point of contact, impacting client satisfaction through phone and email support. The position offers a structured growth path, starting as a Client Support Associate and progressing to Client Support Specialist (Level 1 and Level 2) over time, with opportunities for internal growth into other departments like customer success, sales, product management, or R&D.

Requirements

• Previous experience in customer service
• A genuine desire to help clients and deliver an exceptional experience
• A knack for problem-solving, even when issues are complex
• A thirst for knowledge and a willingness to step outside your comfort zone
• Excellent command of both French and English (spoken and written)
• A passion for technology and the ability to learn and use new tools effectively
• Must reside in the province of Quebec
• Be available Monday through Sunday, between 7:30 a.m. and 10:00 p.m.
• Be open to working night shifts (10:00 p.m. to 7:30 a.m.), occasionally

Nice To Haves

• Candidates must reside in the province of Quebec

Responsibilities

• Quickly handling incoming client requests remotely
• Providing technical support related to the use of MYLE
• Understanding and identifying the root cause of issues, and offering appropriate solutions tailored to each situation
• Collaborating with other support team members to resolve tickets
• Escalating tickets based on their complexity and communicating relevant information to technical teams
• Contributing to the expansion of our knowledge base and the improvement of internal processes

Benefits

• Remote work and flexibility (supporting work-life balance)
• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks + 1 additional week between Christmas and New Year
• An onboarding program to help you get familiar with our environment and the digital healthcare field
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
• A company culture focused on transparency, collaboration, and innovation
• Night shift bonus is offered

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed