Customer Support Representative

Posting Date: September, 2011

As a customer support representative, you will be supporting MedShare for BlackBerry and MedShare eMotion software applications implemented within home health care agencies in Canada. Your team delivers our mobile software applications to new users and implements upgrades to existing customers. Your role within the team is to assist customers by listening to and understanding their issues, investigating root cause, and driving the resolution process. You will quickly become the software expert and gain opportunities to become involved in special projects where you can expand your knowledge and experience.

Responsibilities

• Assist customers on a daily basis with application and technical issues
• Interface with analysts, development and quality assurance to solve real business problems
• Review and capture customer enhancement requests
• Achieve and exceed customer service level guarantees
• Provide after-hours customer support on a rotation with other team members

Duties

• Provides assistance and resolves customer’s application related problems/questions.
• Follow up on outstanding tickets and report back to customer and team
• Become proficient in all MedShare supported applications including MedShare HC, MedShare for BlackBerry and MedShare eMotion
• Travel on-site to customers locations for reviews and on-site support as required
• Deliver 1 on 1 or small group training on an as-needed basis
• Assist in producing technical, administrative and end-user documentation for clients
• Backup for other technical/application support team members

Required Skills

• Excellent soft skills relating to phone and email communication
• Ability to troubleshoot and determine root cause
• Ability to work independently and within a team
• Aptitude for learning software quickly with minimal instruction
• Able to query and update data using SQL
• Knowledge of networking components
• Knowledge of the wireless data services
• Ability to use application, hardware, network and data communication trouble-shooting tools

Desirable Skills

• Knowledge of SharePoint Portal Services
• Reports development experiencee
• Blackberry Enterprise Server administration

Qualifications

• Graduation from a college or university information technology program
• Experience supporting software applications preferably in the health care sector

About MedShare

MedShare uses leading edge mobile technology to fundamentally transform the delivery of home health care services yielding better medical outcomes and improved operational results.  MedShare’s suite of software is built on a patented software platform for management of electronic health records and agency operations, and is available on office systems, BlackBerry and tablet mobile data devices to meet the evolving clinical and administrative needs of home health care professionals.

MedShare Benefits

MedShare allows bright and hard-working individuals to reach beyond their limits to achieve accelerated career growth. Bring your “A” game to this fast-paced technology firm and you will be in good company.  Competitive salary, vacation, medical, dental and life benefits included.

Interested applications, please reply to careers@medshare.com with "Customer Service Representative" in the subject line.