Technical Support Advisor (Evenings and/or Weekends)

Founded in Quebec City in 2010, Petal is a dynamic and growing company made up of over 350 enthusiasts who have developed innovative real-time care orchestration and medical billing solutions for Health Delivery Organizations. Patient self-scheduling, clinical capacity management, care coordination, physician scheduling and secure communication, all on our innovative and secure cloud platforms.

What you can expect when joining the team

As a Technical Advisor, you will contribute to the satisfaction and retention of our customer base. You will act as a coach to our user base, supporting them after the implementation period, answering their questions and guiding them on the optimal use of our products.

You'll develop product knowledge and collaborate with Senior Technical Advisors, the implementation team and the quality assurance department. You can expect an onboarding program and continuous product training in this position.

Your daily life

During the day, you will be led to:

• Act as first line support for our customers via phone, email and chat ensuring their issues are resolved quickly and professionally;
• Handle level 1 and 2 support tickets;
• Prioritize support requests and enhancement requests;
• Configure customer environments;
• Inform customers about product features and best practices to optimize their experience;
• Work closely with the various cross-functional teams to handle and resolve technical issues quickly.

Your profile

Are you a self-motivated, fundamentally positive person for whom helping our clientele of doctors and healthcare professionals is a source of motivation? Are you a team player who stands out for your rigor and flexibility? Are you looking for a rewarding role where you can demonstrate your autonomy and leave your mark?The sky is the limit! If you have:

• A minimum of 3 years of relevant experience;
• The ability to work between 3pm and 10pm weekdays and/or between 7am and 8pm weekends;
• Excellent technical skills and the ability to learn a variety of computer systems and tools;
• A natural ability to manage stress and work in a fast-paced, dynamic environment;
• Excellent organizational and prioritization skills;
• Excellent oral and written communication skills;
• Demonstrated ability to understand, verbalize and synthesize;
• Since you'll be interacting with our clientele, many of whom are unilingual English or French speakers, fluency in English and French (spoken, written and read) is required;
• Knowledge of Zendesk (asset);
• An understanding of medical schedules and the administrative workings of the healthcare system (a major asset).

Petal’s position on remote working

In our opinion, a company cannot claim to be modern, innovative and have the well-being of their team at heart, without attempting to integrate remote working to the level that their business model allows them to. Post-pandemic, Petal employees will continue to benefit from the option of teleworking up to the maximum flexibility permitted by the nature of the position and the smooth running of operations.

Our benefits

• A signing bonus of $1,000 for your remote work set-up;
• Compensation that recognizes your contribution;
• 4 to 6 weeks of paid vacation per year;
• 5 ​paid personal days​ per year​;
• A ​group RRSP / DPSP plan with employer contribution;
• ​A ​complete group ​insurance ​plan, ​including dental;
• An ​annual wellness allowance;
• Access to the Dialogue™ telehealth application.
  
  

Petal is an active participant in the equal opportunity employment program, and members of the following target groups are encouraged to apply: women, people with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

#LI-Hybrid