Customer Support Specialist (Medtech)

TL;DR

Customer Support Specialist (Medtech): Providing proactive assistance and personalized solutions to practitioners and patients across North America with an accent on troubleshooting product issues and fostering trust. Focus on resolving complex inquiries via phone, email, and live chat and reporting customer trends to improve the platform.

Location: Must be based in or near Ottawa, ON (Hybrid)

Salary: $44,000 - $50,000 per year

Company

Industry-leading health technology company helping practitioners access trusted products to deliver better care to millions of patients.

What you will do

• Collaborate with practitioners and patients via phone, email, and live chat to ensure user success.
• Troubleshoot issues and recommend product features suited to customer needs.
• Resolve complex inquiries using support tools and personal product knowledge.
• Build sustainable relationships of trust through interactive communication.
• Collaborate with teammates to develop initiatives that enhance the customer experience.
• Gather and report issue trends and feedback to supervisors.

Requirements

• Proven experience in customer-centric roles, ideally in retail or hospitality.
• Must be based in or near Ottawa, ON for occasional in-person collaboration.
• Must be flexible to work every 4th weekend.
• Ability to maintain a flexible schedule to support customers across North America.
• Strong communication and organizational skills.

Nice to have

• Familiarity with Gladly and SaaS productivity tools.

Culture & Benefits

• Competitive compensation and stock options.
• Flexible Paid Time Off program.
• RRSP match program.
• Customizable medical, dental, and vision benefits package with HSA.
• Discounts on hirify.global products for family and friends.