Customer Service Advisor Technical Support

Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights.

Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently.

What you can expect when joining the team

As a Technical Advisor, you will contribute to the satisfaction and retention of our customer base. You will act as a coach to our user base, supporting them after the implementation period, answering their questions and guiding them on the optimal use of our products.

In this role, you will develop in-depth knowledge of our products while working closely with senior technical advisors, the implementation team, and the quality assurance department. You will benefit from a structured onboarding program, as well as ongoing training to support your development and mastery of our solutions.

This position requires on-site presence at our Québec City or Montréal offices, with a work schedule from Monday to Friday, 1:30 p.m. to 9:00 p.m.

This role also requires the successful completion of a government security clearance, in addition to a standard background check.

Your daily life

In your day to day, you will be led to:

• Act as first line support for our customers via phone, email and chat ensuring their issues are resolved quickly and professionally;

• Handle level 1 and 2 support tickets;

• Prioritize support requests and enhancement requests;

• Configure customer environments;

• Inform customers about product features and best practices to optimize their experience;

• Work closely with the various cross-functional teams to handle and resolve technical issues quickly.

Your profile

Are you a self-motivated, fundamentally positive person for whom helping our clientele of doctors and healthcare professionals is a source of motivation? Are you a team player who stands out for your rigor and flexibility? Are you looking for a rewarding role where you can demonstrate your autonomy and leave your mark? The sky is the limit! If you have:

• A minimum of 3 years of relevant experience;

• Excellent technical skills and the ability to learn a variety of computer systems and tools;

• A natural ability to manage stress and work in a fast-paced, dynamic environment;

• Excellent organizational and prioritization skills;

• Excellent oral and written communication skills;

• Demonstrated ability to understand, verbalize and synthesize;

• Since you'll be interacting with our clientele, many of whom are unilingual English or French speakers, fluency in English and French (spoken, written and read) is required;

• Knowledge of Zendesk (asset);

• An understanding of medical schedules and the administrative workings of the healthcare system (a major asset).

Our benefits

• Compensation that recognizes your contribution;

• 4 to 6 weeks of paid vacation per year;

• 5 ​paid personal days​ per year​;

• A ​group RRSP / DPSP plan with employer contribution;

• ​A ​complete group ​insurance ​plan, from day 1;

• An ​annual wellness allowance;

• Access to the Lumino Health™ telehealth application;

• Flexible work hours and more.

Petal is an active participant in the equal opportunity employment program, and members of the following target groups are encouraged to apply: women, people with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

A quick important note: We’ve noticed that some external websites are posting our job openings under incorrect job titles. To find our real opportunities and join our team, please make sure to apply through our official careers page or our trusted partners. We can’t wait to hear from you!

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