Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Client Support Representative II at Custom Health providing technical support for healthcare applications. Supporting users and troubleshooting issues through phone and email communication while living in Ontario.
Responsibilities
- Handle initial support of reported application issues, potentially involving functionality, hardware, or software problems.
- Gather information to support successful resolution of an issue.
- Research possible solutions, using available resources (e.g., knowledgebases, existing support tickets, Gitlab tickets).
- Resolve issues where identified resolution steps are documented and within the CSR II scope.
- Escalate issues to senior staff when additional assistance is needed.
- Act as a liaison between a customer and 3rd party when coordination is required.
- Assist CSR I staff with escalated issues they are not able to resolve.
- Maintain strong knowledge of the company’s products and escalation procedures.
Requirements
- Able to effectively communicate both verbally and in writing in English.
- Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
- Demonstrated problem-solving and troubleshooting abilities in a technical support environment.
- Ability to manage multiple priorities and work effectively in a fast-paced setting.
- Strong customer service orientation with a focus on delivering a positive user experience.
- Ability to work both independently and collaboratively within a team.
- Familiarity with healthcare, pharmacy operations, or health technology systems is an asset.
- Proficiency in using support tools, ticketing systems, and knowledge management platforms.
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