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About the Role
Provide remote application support to clients via email and phone, routing general questions or concerns about sales opportunities, software licensing, and user management. This role offers an opportunity to work on products that improve Canadian healthcare.
Responsibilities
- Actively contribute to achieving departmental service levels and corporate goals.
- Review outstanding cases to ensure Service Level Agreement (SLA) requirements are met.
- Take ownership of calls and case volumes to monitor for trends and suggest solutions.
- Clarify customer concerns or issues and respond to cases in Salesforce CRM prior to escalation.
- Provide shadowing and training internally to new staff and externally to customers.
- Participate in the scheduled rotation of the After-Hours Client Services phone.
- Provide support services for acquisition products and communicate with external contractors.
- Demonstrate Case Close rate greater than or equal to the average.
- Achieve 90% or greater quality scores on spot checks.
- Maintain reliable attendance, adhering to schedule and communicating professionally regarding attendance.
- Be accountable for any assignment of work given by the Quality Assurance Team or Client Services Leadership team.
- Promote QHR’s “Blue Culture” framework.
- Contribute to the organization’s positive image.
- Perform other duties consistent with the position as directed by your manager.
- Utilize documented escalation processes when needing assistance.
- Provide peer mentoring to team members.
- Maintain professionalism and focus in challenging situations.
- Maintain professional image internally and externally.
- Maintain steady performance and anchor decisions aligned with organizational values.
- Escalate major departmental issues to a Team Lead, gathering facts and recommending next steps.
- Demonstrate leadership and mastery of skill set(s).
- Go above and beyond to assist a client and the organization.
- Adapt and navigate change with a can-do attitude.
- Advocate for the handling of “big” issues and tackle challenges.
- Demonstrate technical skills related to software installs and troubleshooting.
- Come up with creative solutions to meet new client demands and workflows.
- Maintain confidentiality of inter-departmental information.
- Provide feedback to leadership with ideas on process improvement.
Requirements
- Intermediate computing skills
- Demonstrated experience working in a service-oriented position
- Demonstrated experience working in a fast-paced environment
- Pleasant and professional demeanor on the telephone
- Ability to type a minimum of 40 w.p.m.
- Ability to work any shift during established hours of operation
Skills
- Application support
- Email support
- Phone support
- Salesforce CRM
- Troubleshooting
- Mentoring
- Adaptability
- Problem-solving
- Communication
Location
- Remote
Work Type
- Full-time
- Permanent
- Remote
Education Level
- Completion of a MOA or MDOA program is considered an asset
Salary/Compensations
- $45,000.00 annually
About the Company
- QHR’s “Blue Culture” framework fosters a collaborative, positive and efficient workplace.