Support Specialist
Overview
As a Support Specialist, you will be a crucial point of contact for our customers, providing expert application support and ensuring their satisfaction. You'll handle complex inquiries, contribute to our knowledge base, and act as a vital link between our customers and internal teams, helping to maintain strong relationships and drive continuous improvement.
What you will be doing
- Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person.
- Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences.
- Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers.
- Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively.
- Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner.
- Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions.
- Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes.
- Document customer feedback and report recurring issues or trends to management for further action.
- Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database.
- Ensure that all customer interactions are logged and tracked for follow-up and service improvements.
- Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution.
- Follow up with customers after escalation to ensure their concerns have been addressed.
- Build and maintain strong relationships with customers by providing exceptional service and personalized attention.
- Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business.
- Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery.
- Contribute to team meetings or training sessions to discuss challenges and share best practices.
- Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance.
- Stay informed about any changes in policies, products, or services to accurately communicate information to customers.
- Perform other tasks and assignments as needed.
What we are looking for
- 1+ year(s) of customer service experience in a technical environment or relevant experience.
- Proven problem-solving abilities.
- Proven verbal skills and exceptional written skills.
- Experience in technical documentation.
- Ability to multi-task effectively.
Benefits
- 3 weeks' vacation and 5 personal days
- Comprehensive medical, dental, and vision benefits starting from your first day
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more
About Harris Computer
Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.
Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!
Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!
- We empower our employees to make a difference
- We have an award-winning culture
- We offer opportunity to learn
- We are financially strong and we are owned by the largest software company in Canada (CSI)
- We have fun!
Follow us on social media to learn more about our company values, culture and initiatives!
- Instagram: @weareharris
- LinkedIn: Harris Computer
Salary Range
The hiring range for this role is $22 to $25 USD per hour. Final compensation will be based on experience, skills, market conditions, and internal equity.
Skills Required
- 1+ year(s) of customer service experience in a technical environment or relevant experience
- Proven problem-solving abilities
- Proven verbal skills and exceptional written skills
- Experience in technical documentation
- Ability to multi-task effectively
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
