Customer Support Specialist

MEDFAR; Montreal; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

Join a leading company in healthcare technology as a Customer Support Specialist. You will provide crucial technical support to healthcare professionals using their MYLE software. Ideal candidates are bilingual with a strong customer service orientation and problem-solving skills. Your role will directly influence client satisfaction and software efficiency.

Benefits

Flexible hours

Performance-based bonus

Generous group insurance

$1,500 annual training allowance

Break paid between Christmas and New Years

Qualifications

• Previous experience in customer service.
• Desire to help clients and deliver an exceptional experience.
• Excellent command of both French and English.

Responsibilities

• Quickly handling incoming client requests remotely.
• Providing technical support related to MYLE.
• Collaborating with other support team members.

Skills

Problem-solving

Customer service

Bilingual (French and English)

Technical proficiency

Job description

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Company Description

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy).

Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.

Job Description

You will be joining Emma, the Technical Support Team Lead, and her multidisciplinary team of over 15 members. Their mission is to support our clients when they encounter technical issues or need help using our software.

Company Description

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy).

Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.

Job Description

You will be joining Emma, the Technical Support Team Lead, and her multidisciplinary team of over 15 members. Their mission is to support our clients when they encounter technical issues or need help using our software.

As a key point of contact for our clients — including clinics, hospitals, and healthcare professionals — your role will be to assist them via phone and email with the use of our MYLE software. You will have a direct and meaningful impact on their satisfaction.

Your responsibilities will include:

• Quickly handling incoming client requests remotely;
• Providing technical support related to the use of MYLE;
• Understanding and identifying the root cause of issues, and offering appropriate solutions tailored to each situation;
• Collaborating with other support team members to resolve tickets;
• Escalating tickets based on their complexity and communicating relevant information to technical teams;
• Contributing to the expansion of our knowledge base and the improvement of internal processes.
  
  

What will your first few months look like?

Your first four weeks will be dedicated to discovering the MYLE product. As a member of our support team, you’ll deepen your knowledge and gain insight into the many nuances of the MYLE software.

We’ve designed an internal training and development plan to help you reach your goals. Here’s what the typical progression and role evolution looks like — responsibilities and compensation grow along the way:

• Client Support Associate (0–6 months)
• Master our tools and processes
• Handle simple email requests
• Take calls during peak periods
• Client Support Specialist (Level 1) (6–12 months)
• Apply knowledge acquired as an Associate
• Manage more complex email cases
• Handle regular phone support
• Client Support Specialist (Level 2) (12+ months)
• Handle complex and more technical client issues via email
• Manage phone support
• Help create technical documentation to enrich our knowledge base
• Support the training of new Level 1 Associates
  
  

Your manager’s role will be to equip and support you as you grow within the company — in the direction you choose. Whether you’re interested in customer success, sales, product management, or R&D, many MEDFARians have grown internally, and we want you to be next!

Qualifications

Ideally, you have:

• Previous experience in customer service
• A genuine desire to help clients and deliver an exceptional experience
• A knack for problem-solving, even when issues are complex
• A thirst for knowledge and a willingness to step outside your comfort zone
• Excellent command of both French and English (spoken and written)
• A passion for technology and the ability to learn and use new tools effectively
  
  

Working Conditions

• Contract: Permanent, full-time (40 hours/week)
• Work mode: Hybrid or remote (within the province of Quebec only)
• Location requirement: You must reside in the Quebec region and be legally authorized to work in Canada.
  
  

Work Schedule:

This is a full-time position of 40 hours per week, spread over 5 days. You will be assigned a specific schedule and working days. Our support team operates 24/7, with coverage provided:

• From 7:30 a.m. to 10:00 p.m. (regular shifts)
• From 10:00 p.m. to 7:30 a.m. (on-call shifts only)
  
  

As such, candidates must:

• Be available Monday through Sunday, between 7:30 a.m. and 10:00 p.m. (based on team needs);
• Be open to working night shifts (10:00 p.m. to 7:30 a.m.), occasionally - a night shift bonus is offered.
  
  

Details regarding shift assignment (including night and weekend shifts) will be explained during the interview.

Please note: This role does not allow for evening-only or weekend-only schedules.

Additional Information

By joining MEDFAR, you will be part of a purpose-driven organization whose product is disrupting and digitizing health care, making doctors’ and healthcare workers’ lives easier, while enabling better patient health outcomes. Becoming a MEDFARian also means having the opportunity to be part of an innovative community and working in a dynamic environment where your work will have a meaningful and tangible effect not only on your team and the business but most importantly on the healthcare industry.

• You decide where you do your best work (at home or the office)
• Flexible hours (work-life balance)
• Performance-based bonus for all employees.
• Generous group insurance coverage as of day 1 of employment
• Break paid between Christmas and New Years
• Annual $ 1,500 training allowance for your professional development
• An entrepreneurial culture of transparency, collaboration, and innovation
  
  

With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French.

At MEDFAR, we value diversity, equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity or abilities.As part of our commitment to a fair and inclusive recruitment process, we offer accommodation to candidates who request it. If you need accommodation during your interview, please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women, visible minorities, ethnic minorities, aboriginal peoples and people with disabilities. When applying, we invite you to complete this section, which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory, but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process, please consult this guide.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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