Customer Support Specialist

Arya Health; Vancouver; Hybrid; CAD 60,000 - 80,000; Part time

Job summary

A fast-growing health tech startup is seeking a part-time Customer Support Specialist in Vancouver. This role involves providing outstanding support to clients, troubleshooting EMR issues, and collaborating with product teams to enhance user experience. Ideal candidates will have a related bachelor's degree or equivalent experience, strong English communication skills, and a proactive customer-focused approach. Enjoy the flexibility of remote work with opportunities for career growth and development in a dynamic environment.

Benefits

Opportunity for career growth

Flexible work schedule

Mentorship

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Previous experience in customer or technical support roles in healthcare or software.
• Strong English communication skills for technical concepts to non-technical users.
• Excellent problem-solving skills with a proactive customer-focused mindset.
• Ability to work independently in a fast-paced startup environment.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Troubleshoot technical issues related to the EMR platform.
• Assist customers with product training and ongoing usage.
• Document and track customer interactions using Jira.
• Collaborate with Product and QA teams for enhancements.

Skills

Strong communication skills

Problem-solving skills

Attention to detail

Education

Bachelor's degree in a related field

Tools

Jira

Intercom

Job description

Overview

Arya is a fast-growing startup revolutionizing the healthcare industry by providing innovative, comprehensive, and cutting‑edge Electronic Health Record (EHR) solutions. Our innovative platform is designed to streamline workflows, enhance patient care, and enable healthcare professionals to focus on what matters most – delivering exceptional healthcare. We are looking for a part time Customer Support Specialist to come in to enhance our user experience and provide exceptional customer support.

Job Description

As a Customer Support Specialist at Arya, you will play a pivotal role in ensuring our clients receive the highest level of support and service. You will be the primary point of contact for addressing customer inquiries, troubleshooting technical issues, and providing guidance on product usage to our users. In addition to providing direct support to our clients, you will collaborate closely with our Product and Quality Assurance (QA) teams to identify and elevate issues, contribute to product improvements, and ensure a seamless user experience. This is a great opportunity for those looking to get started in the health tech space and is a great entry level position!

Responsibilities

• Serve as the first point of contact for customer inquiries via email and chat channels, providing timely and effective support.
• Troubleshoot technical issues related to our EMR platform, including software bugs, user errors, and system integrations.
• Assist customers with product training, and ongoing usage, ensuring they maximize the value of our solutions.
• Document and track customer interactions, issues, and resolutions using Jira.
• Collaborate with the Product and QA teams to identify and prioritize product enhancements, bug fixes, and usability improvements.
• Participate in release nights and assist the team with QA on release nights.
• Contribute to the creation and maintenance of support documentation, help articles, and training materials.
• Advocate for customers’ needs and feedback internally, helping to shape the direction of our product roadmap.

Qualifications

• Bachelor’s degree in a related field or equivalent practical experience.
• Previous experience in customer support or technical support roles, preferably in the healthcare or software industry.
• Strong english communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and attention to detail, with a proactive and customer-focused mindset.
• Ability to work independently and collaboratively in a fast‑paced startup environment, prioritizing tasks effectively to meet deadlines.
• Empathy and patience when dealing with customers, with a genuine desire to help and resolve issues.

Nice to Haves

• Familiarity with Electronic Medical Record (EMR) systems and healthcare systems is a plus.
• Experience using Intercom or live chat tools.

Benefits

• Opportunity for career growth and advancement in a rapidly expanding startup with potential for a full time role in the future.
• Dynamic and inclusive work environment with a focus on innovation and collaboration with opportunities for growth.
• Flexible work schedule and remote work. The role is remote but you must be located in Vancouver for work events and in person days.
• Mentorship

Apply

Please complete screening at this link to be considered for an interview: https://forms.monday.com/forms/2faa16fa1a3b090f87af9894deff9ea8?r=use1