Bilingual Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the complete onboarding experience for new users, ensuring they achieve their first value as swiftly as possible.

• Evaluate the customer journey to pinpoint areas of friction and collaborate with the Product team to enhance the overall user experience.

• Deliver exceptional support by not only addressing the 'what' but also clarifying the 'why,' enabling users to become more self-sufficient over time.

• Work in conjunction with cross-functional teams, including sales, marketing, and product, to meet customer needs and address any concerns.

• Share valuable insights from customer interactions to aid in the enhancement of products and services.

⛳️ Requirements

• You take initiative in problem-solving for customers - you enjoy assisting users in effectively utilizing technology.

• You easily empathize with users to help them integrate our technology into their daily workflows.

• Your ideal day is spontaneous: you assist those who need it most, balancing conflicting priorities and tasks with a positive attitude.

• You possess prior experience in customer support, including Tier II support, and have worked in a fast-paced, high-growth environment.

• You can effectively navigate CRM and ticketing systems, optimizing their functionality where feasible, while maintaining a tidy queue.

• You have outstanding verbal and written communication skills in both English and French.

• You are self-organized, driven, and dependable - our customers will rely on you to help them through challenges.

• Bonus Point: You are comfortable working with data and analytics.

• Bonus Point: You are flexible and can adapt to rapid growth and changes - our product is state-of-the-art and continually evolving.

• Bonus Point: Familiarity with the healthcare industry, EHR/EMRs, and AI assistants.

🏝️ Benefits

• Options for remote and hybrid work as well as flexible working hours.

• Comprehensive health and wellness benefits starting from day one.

• Competitive paid time off, including a winter shutdown from Dec 25 - Jan 1, birthday and Taliversaries celebrations, as well as extended long weekends.

• An annual allocation of $2000 in "Knowledge Dollars" for learning, growth, and development.

• Quarterly social events and company outings that foster team cohesion beyond daily work activities.