The Customer Support Agent provides first-level support to all users of MyCareCompass service, by delivering a positive customer service experience. This position works closely with other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner while ensuring compliance with corporate policies and procedures.

 

The Customer Support Agent will strive to provide customers with a memorable experience with the highest level of responsiveness and service delivery. They will also ensure that LifeLabs Vision and Values are always demonstrated.

 

Status: Casual

Schedule: 0-37.5 hours per week

 

Your responsibilities will include:

Providing Level One technical support for the patient portal, assisting customers via phone or email and escalating to higher-level support when necessary. Maintaining a professional attitude, building positive rapport with customers, and ensuring a high level of customer satisfaction. Communicating effectively, providing accurate, complete, and valid information using appropriate tools and methods. Keeping clear, concise records of all customer interactions and documents issues such as bugs or unexpected behaviors for IT resolution. Providing after-hours support on a rotating schedule, mainly for password resets. Staying updated on product knowledge, company policies, and provides training to team members when necessary. Maintaining familiarity with various devices and operating systems to identify device-specific issues and determine solutions based on customer needs and skill level. Soliciting and interpreting customer feedback to accurately identify issues and tailor resolutions based on the customer’s knowledge and device setup. Exercising autonomy in addressing and resolving customer issues while using critical thinking and problem analysis skills. Developing and maintaining proficiency in essential support tools (e.g., Service Now, Cisco platforms, Microsoft Office tools) to efficiently support operations.

 

What you bring to the role:

High school diploma required; post-secondary education and one year of customer-facing experience (especially in customer service or healthcare) are beneficial. Strong verbal and written communication skills, with bilingual abilities such as French as an asset. Strong customer service skills with an emphasis on engagement and satisfaction. Quick-thinking problem solver who adapts well to changing tasks and schedules. Proficient in Microsoft Office Suite and familiar with a variety of devices (Apple, Android, Windows, Linux). Committed to high standards of patient privacy and confidentiality, with a proactive and accountable approach.