Customer Support Specialist (1:30 PM to 10 PM)

Petal is a leading Canadian company specializing in healthcare orchestration and medical billing that is revolutionizing healthcare systems to make them agile, efficient, and resilient by facilitating management through advanced analytics and informed insights.

Our commitment to fostering an exceptional company culture has earned us notable recognition, including being named one of the Great Place to Work companies in the technology and healthcare sectors. Join us in our mission to equip healthcare innovators and contribute to improving the healthcare system in other ways.

What you can expect when joining the team

By joining Petal's customer support team, you will directly contribute to supporting healthcare facilities and their users, doctors, and other healthcare professionals in using our solutions. Under the responsibility of the team lead, you will contribute to user satisfaction and loyalty by guiding them after the deployment of our solutions and helping them achieve optimal use of them.

You will have a direct impact on healthcare professionals while developing a strong technical expertise in a structured, collaborative, and evolving environment. You will also gain a deep understanding of our standard and advanced products, while actively contributing to the customer experience.

Remote work with occasional office presence.

Permanent full-time position of 37.5 hours per week. The schedule is Monday to Friday, from 1:30 PM to 10 PM.

This role also requires obtaining a government security clearance, in addition to a standard background check.

Your daily tasks

Your main mission will be to provide rigorous and structured technical support within the Petal universe. Support is primarily conducted via chat and managed within Zendesk (ticketing system).

In this role, you will:

• Provide fast and professional first-line support
• Manage level 1 and 2 tickets autonomously
• Analyze more complex situations as you progress in the role
• Gradually participate in configuration tasks within client environments
• Guide clients in understanding and optimally using the features
• Manage incident-related tickets and collaborate with internal teams for resolution
• Contribute to support during client deployments (assistance and guidance)
• Your profile

You are a perfectly bilingual, analytical, autonomous, organized, curious, and customer-oriented person who enjoys taking initiatives to support your team? *The sky is the limit!* if you stand out by:

• Your ability to provide a clear and structured diagnosis in various technical situations
• Your ability to effectively manage your priorities in a dynamic environment
• Strong technical or computer science foundations and a strong learning capacity
• Your ease in explaining technical concepts to non-technical users
• Your excellent organizational skills and good judgment
• Relevant experience in technical support or ticket management
• Your ability to communicate easily, both in French and English, to provide quality service to a Francophone and Anglophone clientele spread across Canada.

This role offers progression towards more advanced technical responsibilities.

Our benefits

• 4 to 6 weeks of vacation per year;
• 5 paid personal days per year;
• A collective REER/RPDB plan with employer contribution;
• Full social benefits, starting your first day;
• An annual well-being allowance;
• Access to the Lumino Santé™ telemedicine application.

*Petal is committed to equity in employment and encourages applications from underrepresented groups, including women, Indigenous people, people with disabilities, and visible minorities. Adaptation measures are offered upon request throughout the recruitment process.* #PHP1