Client Support Analyst 2

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

📋 Description

• Provide initial support for reported application issues, which may include functionality, hardware, or software challenges.

• Collect information to facilitate the successful resolution of issues.

• Investigate potential solutions by utilizing available resources (e.g., knowledge bases, existing support tickets, Gitlab tickets).

• Address issues where the resolution steps are documented and fall within the CSR II scope.

• Forward issues to senior staff when additional support is required.

• Serve as a liaison between customers and third-party services when coordination is necessary.

• Support CSR I staff with escalated issues that they are unable to resolve.

• Maintain a robust understanding of the company’s products and escalation processes.

⛳️ Requirements

• Proficient in effectively communicating both verbally and in writing in English.

• Excellent verbal and written communication skills, with the capability to clarify technical concepts clearly.

• Proven problem-solving and troubleshooting skills in a technical support context.

• Ability to juggle multiple priorities and perform efficiently in a dynamic environment.

• Strong customer service focus aimed at delivering a positive user experience.

• Capable of working independently as well as collaboratively within a team.

• Familiarity with healthcare, pharmacy operations, or health technology systems is advantageous.

• Proficient in using support tools, ticketing systems, and knowledge management platforms.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Supportive team environment that encourages collaboration.