Customer Support Specialist

Customer Support Specialist

You will be joining Emma, the Technical Support Team Lead, and her multidisciplinary team of over 15 members. Their mission is to support our clients when they encounter technical issues or need help using our software.

As a key point of contact for our clients — including clinics, hospitals, and healthcare professionals — your role will be to assist them via phone and email with the use of our MYLE software. You will have a direct and meaningful impact on their satisfaction.

Your responsibilities will include:

• Quickly handling incoming client requests remotely;
• Providing technical support related to the use of MYLE;
• Understanding and identifying the root cause of issues, and offering appropriate solutions tailored to each situation;
• Collaborating with other support team members to resolve tickets;
• Escalating tickets based on their complexity and communicating relevant information to technical teams;
• Contributing to the expansion of our knowledge base and the improvement of internal processes.

What will your first few months look like?

Your first four weeks will be dedicated to discovering the MYLE product. As a member of our support team, you'll deepen your knowledge and gain insight into the many nuances of the MYLE software.

We've designed an internal training and development plan to help you reach your goals. Here's what the typical progression and role evolution looks like — responsibilities and compensation grow along the way:

1) Client Support Associate (0–6 months)

• Master our tools and processes
• Handle simple email requests
• Take calls during peak periods

2) Client Support Specialist (Level 1) (6–12 months)

• Apply knowledge acquired as an Associate
• Manage more complex email cases
• Handle regular phone support

3) Client Support Specialist (Level 2) (12+ months)

• Handle complex and more technical client issues via email
• Manage phone support
• Help create technical documentation to enrich our knowledge base
• Support the training of new Level 1 Associates

Your manager's role will be to equip and support you as you grow within the company — in the direction you choose. Whether you're interested in customer success, sales, product management, or R&D, many MEDFARians have grown internally, and we want you to be next!

Ideally, you have:

• Previous experience in customer service
• A genuine desire to help clients and deliver an exceptional experience
• A knack for problem-solving, even when issues are complex
• A thirst for knowledge and a willingness to step outside your comfort zone
• Excellent command of both French and English (spoken and written)
• A passion for technology and the ability to learn and use new tools effectively

Working Conditions

• Contract: Permanent, full-time (40 hours/week)
• Work mode: Hybrid or remote (within the province of Quebec only)
• Occasional in-office presence may be required monthly - depending on the Manager's need.
• Candidates must reside in the province of Quebec.

Work Schedule:

This is a full-time position of 40 hours per week, spread over 5 days. You will be assigned a specific schedule and working days. Our support team operates 24/7, with coverage provided:

• From 7:30 a.m. to 10:00 p.m. (regular shifts)
• From 10:00 p.m. to 7:30 a.m. (on-call shifts only)

As such, candidates must:

• Be available Monday through Sunday, between 7:30 a.m. and 10:00 p.m. (based on team needs);
• Be open to working night shifts (10:00 p.m. to 7:30 a.m.), occasionally - a night shift bonus is offered.

Details regarding shift assignment (including night and weekend shifts) will be explained during the interview.

Please note: This role does not allow for evening-only or weekend-only schedules.

Additional Information

• Remote work and flexibility (supporting work-life balance)
• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks + 1 additional week between Christmas and New Year
• Annual training allowance ($1,500) to support your professional development
• An onboarding program to help you get familiar with our environment and the digital healthcare field
• All IT equipment is provided, with additional gear if needed
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
• A company culture focused on transparency, collaboration, and innovation
• Join a dynamic and innovative environment where your work has a real and wide-reaching impact, helping to modernize healthcare in Canada and internationally