Respond to customer inquiries and provide accurate information about products, services, and policies.
Assist customers via email, chat, phone, and other communication channels in a professional and friendly manner.
Ensure timely and effective resolution of customer issues, striving for first-contact resolution whenever possible.
Identify and analyze customer needs to offer appropriate solutions or escalate issues to the relevant department.
Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions.
Maintain comprehensive and accurate records of customer interactions, transactions, comments, and complaints.
Document and report recurring issues to the appropriate teams for continuous improvement.
Stay updated on product features, updates, and changes to provide accurate information to customers.
Contribute to the development of Customer Success materials, including internal training and external guidance articles.
Onboard and train new clients to the product, working closely with buyers on identifying solutions at scale.
Work towards achieving high levels of customer satisfaction and loyalty.
Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer needs and concerns.
Provide insights from customer interactions to contribute to the improvement of products and services.

You take the lead on problem solving for customers
you love helping users figure out how to use technology effectively.
You easily put yourself in the user’s shoes to help them understand how to fit our technology into their work day
Your perfect day is unplanned: you help whoever needs it most, juggling conflicting priorities and tasks with a smile
You have previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment
You're able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue
You have excellent verbal and written communication skills in English and French.
You are self-organizing, self-driving, and reliable
our customers will be counting on you to help them out of a jam
Bonus Point: You’re at ease with data and analytics
Bonus Point: You are adaptable to rapid growth and change
our product is cutting edge, and we’re improving it all the time
Bonus Point: Knowledge of the healthcare industry, EHR/EMRs, and AI assistants

Remote and hybrid work options & flexible work hours
Comprehensive health and wellness coverage from day one
Competitive PTO, including winter shutdown Dec 25
Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
$2000 annually in "Knowledge Dollars" to learn, grow, and level up
Quarterly socials & company outings that bring our team together beyond the day-to-day

Bilingual Customer Support Specialist

Key skills