Job Title: Customer Support RepresentativeCompany: Altea Healthcare/Aarista TechnologyLocation: Burnaby, BCAbout Us:Aarista is a leading provider of Electronic Medical Records (EMR) solutions, dedicated to improving healthcare delivery through innovative technology. Our mission is to empower healthcare providers with intuitive and efficient tools to manage patient information seamlessly. As we continue to grow, we are seeking a passionate and customer-focused individual to join our team as a Level 1 Customer Support Representative.Job Description:As a Customer Support Representative at Aarista, you will be the first point of contact for our customers. Your primary responsibility will be to provide excellent customer service by addressing and resolving inquiries related to our EMR product. You will work closely with our support team to ensure customer satisfaction and contribute to the continuous improvement of our support processes.Key Responsibilities:- Respond promptly to customer inquiries via phone, email, and chat.- Provide accurate information and assistance to customers regarding the use of the Aarista EMR product.- Troubleshoot and resolve basic technical issues and escalate complex issues to Level 2 support as needed.- Document customer interactions and resolutions in our support ticketing system.- Assist in creating and updating support documentation and knowledge base articles.- Collaborate with team members to identify and implement improvements in our support processes.- Maintain a high level of professionalism and empathy in all customer interactions.-Create documentation and knowledge articles for Aarista-Perform basic QA tasks to identify bugs in the applicationRequirements:- High school diploma or equivalent; associate or bachelors degree preferred.-Experience with support ticketing systems (Freshdesk)-Ability to troubleshoot mobile app crashes, connectivity issues, syncing failures, and OS compatibility errors-2+ years of experience in a customer-facing technical support role- Previous customer service experience, preferably in a technical support role.- Excellent communication skills, both written and verbal.- Strong problem-solving abilities and attention to detail.- Ability to work independently and as part of a team.- Familiarity with EMR systems or healthcare IT is a plus.- Basic understanding of computer systems and software applications.- Ability to be on-call during weekends, where the employee will monitor the support portal for urgent tickets once per hour during operating hours. This weekend on-call duty can be performed remotely.Location: Burnaby, BC
Job Title
Customer Support Representative