Customer Service - Technical Support (1 year contract)
Multi-Health Systems Inc. (MHS), Canada
Job Description
WHO WE ARE
Multi-Health Systems Inc. (MHS) is a leading developer of innovative scientific assessments and technology solutions. Our Assessments and Tools are used in a wide range of critical decision-making processes in every type of industry. Our tools are trusted to inform recruitment, leadership development, career planning, team building and collaboration and more.
Founded in 1983, MHS is a growing company, powered by an exceptional team of passionate, innovative, professionals dedicated to the research, design, and promotion of high-quality assessments and solutions that make a difference. This environment fosters a unique corporate culture and MHS was one of only eight employers to receive the American Psychological Associations’ Psychologically Healthy Workplace Award, is a Best Managed Company since 2012, and received the Training Magazine Network Choice Award for Measurement, Training and Assessment in 2019 and 2020.
THE JOB
As a member of the Technical Support Team within the Customer Success Department, this position will be part of the team that provides technical support for both software and online platforms to MHS customers. A successful candidate in this role will be customer service oriented and resourceful when dealing with issues that arise.
Key areas of Responsibility:
- Provide knowledgeable technical support and troubleshooting guidance pertaining to use of the MHS products, software and online platforms.
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced
- Diagnose and resolve technical problems encountered by customers
- Identify product defects and work closely with the Programming team to resolve issues pertaining to quality assurance of new and existing software and online products.
- Provide input and suggestions to improve business processes and ensure customer success
- Assist in testing and quality assurance of new product and software launches.
- Assist customer success specialists with order entry and telephone support when required.
- Work closely with other team members to strengthen existing customer relationships through proactive contact.
- Demonstrate judgment and problem-solving abilities when resolving customer issues, consult internal resources, tools and guides, to research customer issues and implement solutions
- Document customer records with log of problems and solutions for use by other Technical Support Staff.
- Maintain records in ERP/CRM system effectively and accurately.
- Deliver exceptional customer experience while staying within our support scope guidelines
- Work collaboratively with Customer Success Team and Business Development Support to ensure best in class support.
Requirements
WHAT YOU BRING
- Post-Secondary Degree or Diploma in a technical field.
- Strong oral and written communication; bilingualism (French) is preferred.
- Ability to learn new technologies.
- Experience in customer service, including order entry.
- At least 1-2 years of experience in supporting software and online products.
- Ability to troubleshoot, analyze, and resolve problems.
- Knowledge of Microsoft operating systems, and ACD and CRM systems.
- Highly professional conduct, especially when handling sensitive client or company information.
Benefits
We offer a competitive base salary, Health and Dental benefits, healthcare spending account, and includes 3 weeks’ vacation, with an additional 10 paid personal days.
Please apply with your resume and cover letter stating your salary expectations. We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
MHS Inc. encourages applications from all qualified candidates. Please let us know if you require accommodation at any stage of the application process or want more information on our accommodation policies.