[Remote] Customer Support Agent - Inbound MCC - Non Union- Full Time Contract- BC

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. They are seeking a Customer Support Agent to provide first-level support to users of the MyCareCompass service, ensuring a positive customer 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
• 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
• Bilingual abilities such as French as an asset

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.

Company Overview