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!