[Remote] Customer Support Agent - Inbound- Full-time Regular- BC Non Union

Note: The job is a remote job and is open to candidates in USA. LifeLabs Medical Laboratory Services is Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems. The Customer Support Agent provides first-level support to users of MyCareCompass service, ensuring a positive customer service experience and compliance with corporate policies.

Responsibilities

• 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

Skills

• 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

Benefits

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

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