Technical Customer Support Specialist - Claris Healthcare - Jobs in British Columbia

Job Description

About Claris Healthcare:Claris Healthcare is a leading provider of innovative technology solutions in the healthcare industry. Our flagship product, Claris Companion, is a comprehensive platform designed to improve the well-being and independence of seniors and individuals with chronic conditions. With a strong commitment to delivering excellence, we empower organizations to provide virtual care to patients and seniors at home.Job Summary:As a Technical Customer Support Specialist at Claris Healthcare, with a focus on Claris Companion, you will play a crucial role in ensuring the satisfaction and success of our customers using this product. Claris Companion is both a consumer tablet-based solution for helping older seniors stay connected with friends, family and caregivers, and a specialized healthcare solution designed to assist patients and caregivers in managing health-related tasks. Your primary responsibility will be to provide technical assistance, diagnose and resolve customer issues, and deliver outstanding customer service related to Claris Companion.Responsibilities

• Customer Support: Provide timely and efficient technical support to Claris Healthcare customers (seniors, family, and professional care providers) via phone, email, chat, and other communication channels.
• Issue Resolution: Diagnose and troubleshoot technical issues specific to Claris Companion, including software and hardware components. Ability to analyze logs and find the root cause of customer issues.
• Product Knowledge: Develop an in-depth understanding of Claris Companion and all of its dependent third-party software tools to effectively assist customers in using the product.
• Documentation: Accurately document customer interactions related to Claris Companion, including issue details, resolutions, and follow-up actions, in our support tracking system.
• Customer Education: Assist customers in understanding and effectively using Claris Companion features and functionalities by providing clear instructions and guidance.
• Collaboration: Collaborate with internal teams, including the Claris Companion development team, to escalate and resolve complex technical issues.
• Continuous Learning: Stay updated on Claris Companion updates, new features, and industry trends to provide informed support and solutions.
• Customer Feedback: Collect and report customer feedback specific to Claris Companion to contribute to product improvement.
• Customer Satisfaction: Ensure a high level of customer satisfaction with Claris Companion by meeting or exceeding service level agreements (SLAs) and response times.
• Adherence to Policies: Adhere to company policies and procedures while maintaining a high level of professionalism and confidentiality.
• Quality Assurance: Participate in quality assurance activities to maintain and improve the overall quality of customer support for Claris Companion.

Requirements

• Bachelor #39;s degree in a relevant field or equivalent work experience.

• 5+ years experience in a technical support or customer service role, with a focus on healthcare or healthcare technology.
• 2+ years experience scripting and analyzing SQL, Bash, Ruby or Python.
• Strong troubleshooting and problem-solving skills, particularly related to Claris Companion.
• Excellent communication skills, both written and verbal.
• Proficiency in using support ticketing systems and customer relationship management (CRM) software.
• Ability to work independently and in a team-oriented environment.
• Empathetic and patient attitude towards customers.
• Familiarity with Splunk and analyzing logs is a plus.
• Familiarity working with healthcare IT level security and privacy is a benefit.
• Familiarity with Android OS, Samsung Knox, and Zendesk a plus.

Benefits

• Positive work environment
• Competitive benefits
• Ongoing training and development
• Salary Range: 65k - 80k (Dependent on Skillsamp; Experience)