Support Specialist (1:30 p.m. to 10:00 p.m.)
About The Position
Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights. Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently. As a part of Petal’s customer support team, you will play a key role in supporting healthcare organizations and their users including physicians and other healthcare professionals in their use of our solutions. Reporting to the Team Lead, you will help ensure customer satisfaction and retention by supporting clients after the deployment of our solutions and guiding them toward optimal use. You will have a meaningful impact on healthcare professionals while developing strong technical expertise in a structured, collaborative, and fast-evolving environment. You will also gain a deep understanding of both our standard and advanced products while actively contributing to the overall client experience.
Requirements
- Perfectly bilingual (English and French - spoken, written, and read)
- Analytical, autonomous, organized, curious and customer-oriented
- Ability to provide clear and structured diagnoses in a variety of technical situations
- Ability to effectively manage priorities in a fast-paced environment
- Strong technical or IT foundations and a high capacity for learning
- Ability to simplify and explain technical concepts to non-technical users
- Excellent organizational skills and sound judgment
- Clear and professional communication skills
- Relevant experience in technical support or ticket management
- Obtaining government security clearance
- Standard background check
Nice To Haves
- Enjoys taking initiative to support your team
Responsibilities
- Provide prompt and professional first-line technical support
- Independently manage Level 1 and Level 2 support tickets
- Analyze more complex issues as you grow into the role
- Gradually participate in configuration tasks within client environments
- Guide clients in understanding and optimizing the use of product features
- Manage tickets related to technical incidents and collaborate with internal teams to resolve them
- Support client deployments by providing assistance and guidance
Benefits
- 4 to 6 weeks of paid vacation per year
- 5 paid personal days per year
- A group RRSP / DPSP plan with employer contribution
- A complete group insurance plan, from day 1
- An annual wellness allowance
- Access to the Lumino Health™ telehealth application
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
