Customer Support Representative

Job Title: Level 1 Customer Support Representative

Company: Altea Healthcare/Aarista Technology

Location: Vancouver, BC

About 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 Level 1 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.

Requirements:

- High school diploma or equivalent; associate or bachelor’s degree preferred.

- 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.

- Availability to work flexible hours, including evenings and weekends if necessary.

Location: Vancouver, BC

Pay: $50,000 CA