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Technical Support (Remote)


This is a Contract position in Rimouski, QC posted January 23, 2023.

As a Support Specialist you will be the front-line point of contact for our customer base. You will need to deliver a positive customer experience with interactions via phone and email.

You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers. You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution. We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

What Your Impact Will Be:

  • Monitor and answer incoming support calls and emails;
  • Resolve issues when possible and escalate to the appropriate team if needed;
  • Use existing documentation as a baseline for troubleshooting;
  • Create and provide support documentation
  • Help deploy software upgrades;
  • Multitasking through multiple systems while troubleshooting with customers;
  • Act as the primary point of contact for the customer;
  • Effectively communicate technical information with your team members and customers alike;
  • Diagnose and provide a path to resolving technical issues;
  • Proactively identify ways to avoid recurrence of customer issues by regularly improving processes, technical articles, and procedures
  • Offer fresh new ideas and opinions that will benefit the company, the clients, and the industry
  • Train customers and users (online & onsite) and goes on site, if needed, to support clients during ‘go lives’ and application changeovers
  • Develop procedure documentation including short manuals and videos for new features or functions

What We Are Looking For

  • Excellent customer service skills and interpersonal skills
  • Fluent in English both verbally and written
  • Post-secondary degree, diploma, or certificate
  • Good time management and prioritization skills;
  • Experience troubleshooting in a technical support environment;
  • Strong knowledge of software, PC hardware, and Microsoft Office
  • Ability to take direction and follow procedures, prioritize and multitask, as well as work independently & cooperatively in a team environment
  • Possesses analytical, reasoning and problem solving skills

What We Can Offer

  • 3 weeks’ vacation and 5 personal days
  • Comprehensive Medical, Dental, and Vision paid by Harris starting from your first day of employment
  • Employee stock ownership and RRSP/401k matching programs
  • Lifestyle rewards
  • Remote work and more!

What would make you stand out

  • Bilingualism (English and French)
  • Knowledge of Simms software
  • Experience in a clinic environment
    • OHIP
    • RAMQ
    • Provincial claims
  • SQL knowledge
  • Windows Server knowledge
  • The ability to research and troubleshoot software and technical problems—Spcialiste-du-support_R0019119