Customer Support Agent

The Customer Support Agent provides first-level support to all users of MyCareCompass service, by delivering a positive customer service experience. This position works closely with other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner while ensuring compliance with corporate policies and procedures.

The Customer Support Agent will strive to provide customers with a memorable experience with the highest level of responsiveness and service delivery. They will also ensure that LifeLabs Vision and Values are always demonstrated.

Status: Casual

Schedule: 0-37.5 hours per week

Your responsibilities will include:

• Providing Level One technical support for the patient portal, assisting customers via phone or email and escalating to higher-level support when necessary.
• Maintaining a professional attitude, building positive rapport with customers, and ensuring a high level of customer satisfaction.
• Communicating effectively, providing accurate, complete, and valid information using appropriate tools and methods.
• Keeping clear, concise records of all customer interactions and documents issues such as bugs or unexpected behaviors for IT resolution.
• Providing after-hours support on a rotating schedule, mainly for password resets.
• Staying updated on product knowledge, company policies, and provides training to team members when necessary.
• Maintaining familiarity with various devices and operating systems to identify device-specific issues and determine solutions based on customer needs and skill level.
• Soliciting and interpreting customer feedback to accurately identify issues and tailor resolutions based on the customer’s knowledge and device setup.
• Exercising autonomy in addressing and resolving customer issues while using critical thinking and problem analysis skills.
• Developing and maintaining proficiency in essential support tools (e.g., Service Now, Cisco platforms, Microsoft Office tools) to efficiently support operations.

What you bring to the role:

• High school diploma required; post-secondary education and one year of customer-facing experience (especially in customer service or healthcare) are beneficial.
• Strong verbal and written communication skills, with bilingual abilities such as French as an asset.
• Strong customer service skills with an emphasis on engagement and satisfaction.
• Quick-thinking problem solver who adapts well to changing tasks and schedules.
• Proficient in Microsoft Office Suite and familiar with a variety of devices (Apple, Android, Windows, Linux).
• Committed to high standards of patient privacy and confidentiality, with a proactive and accountable approach.