Technical Support Associate

OnCall Health is a rapidly growing digital health startup which connects healthcare providers to their patients. Technical Support is a crucial aspect of our service offering, ensuring online appointments are seamless, secure and smooth for our users.

As a Technical Support Associate on our Customer Success team, you will play a key role in liaising between our customers and their patients/clients. This isn’t your average Customer Service role - it’s a fast-paced job that requires you to think on your feet and communicate on the fly through email, phone and online chat - so it definitely helps if you’re tech savvy. The right person for the job will have an inherent sense of empathy (we operate in the healthcare space), as well as sharp problem solving skills to be able to offer resolutions in the timely manner.

You will be interacting with customers and act as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, the Technical Support Associate will deal with, assist and help resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

• Building relationships with our customers by creating an exceptional customer service experience, while maintaining privacy and security according to OnCall's policies and best practices
• Use excellent communication skills to professionally and courteously interact with our customers using phone, email, online chat
• Providing account management support by actioning various requests and escalating to Customer Success Managers when appropriate
• Troubleshooting various technical problems that our customers and their clients face through online chat, email, and phone.
• Assistance with app maintenance and completing account change requests for customers
• Responsible for handling all telephone, e-mail or live chat enquiries
• Ensure any telephone messages are accurately recorded and emailed to the client as soon as possible
• Maintain accurate customer correspondence files and related documents
• Ensure all client enquiries are recorded into the system, confirming all contact details of the enquirer with 100% accuracy
• Ensure compliance with goals, which includes call answering time, enquiry to interview days, and focusing on availability within the contact center
• Dealing with all calls and enquiries politely, courteously, professionally and assertively
• Matching customer’s need to client’s products and services
• Maintain effective communication between operations, marketing, category management and buying to effectively respond to customer enquiries regarding the products and services
• Provide well-rounded, prompt, high-quality, and professional client service at all times
• Any other task/duty as directed by client/management

• Candidate must possess at least a Bachelor’s/College Degree
• At least 1-2 years of experience in customer service would be an asset
• English proficiency is mandatory; Strong command of the English language, both oral and written
• French proficiency is very desirable!
• Strong problem solving and analytical skills
• Passionate about technology and startups
• Experience with healthcare, digital health, SaaS is a bonus.
• Proficiency in using Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Strong interpersonal, time management and organizational skills and a proven commitment to provide customer service excellence
• Ability to be flexible, adaptable and work in fast-paced environment
• Have a flexible schedule to work evenings (Eastern Time Zone); Big bonus if you can work weekends as well.

 

 

WHAT WE HAVE TO OFFER

• Opportunity to grow with one of Canada's leading digital health companies
• Mentorship from seasoned industry professionals
• Staff socials and team events

 

 

ABOUT THE CLIENT - ONCALL HEALTH

OnCall Health is bringing the future of telemedicine to healthcare providers.

 

We are a Toronto-based, Canadian company that builds mobile products to connect patients with providers with the goal of facilitating the best possible patient experience. Now being used by thousands of Canadian healthcare providers, we are quickly becoming a leader in the space.

 

Launched in 2015, our web and mobile apps allow healthcare providers to see more patients faster using a fully PHIPA/HIPAA compliant video-conferencing platform. Patients love OnCall Health because they are able to engage with their own providers anytime, and anywhere enhancing the overall patient experience like never before. Providers love the feedback and analytics provided after each appointment which allow them to continue to improve their relationship with both new and existing patients.

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.