Service & Training Specialist
Service & Training Specialist
Vancouver, British Columbia - Permanent
Our client is a leading cloud-based health platform used by thousands of practitioners and patients in over 130 countries - They've done all this from their offices in Melbourne (Australia), Cork (Ireland), and now Vancouver!
Their mission is to navigate the complex galaxy of health to make healthcare more effective, efficient, and accessible for patients and practitioners everywhere. And inspired by a team of talented thinkers, amazing culture and remarkable growth trajectory, excitingly, they are well on their way to achieving this.
Specifically, their platform helps with:
•Saving time for practitioners’ by managing and streamlining their practices including appointments, clinical billing, patient records, and financial reports so that they can focus solely on treating patients;
•Enables patients to receive faster, more effective treatment through our directory, personal health record, medical device integration, and shared patient record system; and
•Improves patient health and treatment outcomes by data mining anonymized clinical data sets and algorithms.
Their customer base grows between 5% and 10%+ each month at industry-leading low acquisition costs. The biggest reason for this is their outstanding product, customer service and query resolution.
The team of Service + Training Specialists that we are currently looking for will be integral to the growth of the Vancouver office as the inaugural individuals in Canada.
As a Training and Service Specialist, it’s your mission to support and retain their network of practitioners and patients so they can get the most out of our clients' platform. This means that you are assisting practitioners with a broad range of queries associated with how the product works within their practice, both via email and over the phone.
Specifically, you will:
•Deliver a fantastic customer service experience for a product with a complex workflow via phone and email and with an absolute love of helping customers succeed.
•Develop strong relationships with customers in supporting and answering practitioners’ (and some patients/consumers’) queries online, via email and over the phone.
•Ability to understand and get to the essence of what the real problem is and resolve their often complex and complicated issue as quickly as possible, cognisant of the impact of getting it wrong or right.
•Demonstrate technical problem-solving skills and have the ability to troubleshoot technical issues, as well as communicate technical issues experienced by customers back to the Technical Team and vice-versa. This doesn’t require technical capabilities, but an understanding of complex workflows.
•Other duties as required.
Previous experience working in a medical/health environment and/or with selling to or supporting doctors and health practitioners is not essential – what is essential is sensitivity to the needs of participants in the healthcare sector, and the ability to manage in a very complex sector and service.
Must Have Skills:
We’re looking for a Service and Training Specialist, who demonstrates:
•Ability to handle a complex sector and product, and communicate it effectively both via written and oral communication;
•Versatility when responding to queries with a variety of writing styles that resolve the complex queries from various customer types;
•Ability to think about customer lifecycles and the importance of amazing service in the user journey;
•An entrepreneurial attitude and have ownership and commitment to being an integral and contributing part of a medium-sized team;
•Previous experience in a customer success/training role in a technology business – e.g. accounting software, health insurance, enterprise application software is essential;
•Exceptional verbal and written skills and a sensitivity to the needs of practitioners, patients and people in the health sector;
•An ability and desire to learn a complex product, and communicate/sell its benefits over the phone to practitioners and patients.
To thrive in their environment, we are looking for people who are both compassionate and capable.
Specifically, we look for people who:
•Have rigor, pace and a sense of urgency;
•Hold strong logic capabilities and can predict customers’ next queries before they ask them;
•Embrace learning and responsibility;
•Will thrive in our fast-paced, high-growth environment;
•Are resourceful, reliable and conscientious to go the extra mile;
•Have insight, awareness and career goals;
•Want to make an impact and are easy-going enough to deliver in a changing environment.
And particularly for this role, people who:
•Are passionate about delivering the right solution for practitioners;
•Have an intellectual curiosity and learning;
•Genuinely care about achieving the right outcome, not just resolving queries quickly;
•Have an entrepreneurial attitude towards ownership and commitment, whilst being an integral and contributing part of a small team; and
•are very collaborative and have a solution-focused approach.