Job Client Support Agent, Burnaby

Job Description

As a Customer Support Associate, you will support users of our software, Plexia and MYLE. Your contribution to the customer support team will have a direct and significant impact on the satisfaction of our customers. Reporting to the Director of Client Services, you will join a multidisciplinary team whose mandate is to help our clients when they encounter technical problems.

In addition, as part of our support team, you will learn the intricacies of MYLE and be equipped to grow within the company in any direction you choose. Whether your interest is in customer success, sales, product management, R&D or something else, many MEDFARians have grown up starting here and we want you to be the next!

Main Responsibilities

• Respond to technical calls and emails from software users.
• Define, analyze and solve technical problems related to the software.
• Support users in the use of software modules.
• Advise and guide users in the operation and configuration of their electronic environment.
• Participate in the development of technical documents to enrich the knowledge bank.
• Document incident tickets and interventions in our tracking software.
• Contribute to the functional evolution of the software.
• Expertise and experience will be acquired and learned regarding technical Customer Support, EMR and medical clinic workflows.
• Any other related tasks and daily office routines.