Customer Support and Experience Agent

Based in Repentigny, a suburb of Montreal, Vigilance Santé has been developing databases and drug analysis software for nearly 30 years in order to help health professionals and their patients make better decisions. As part of our team of 70 employees, you will participate in stimulating challenges in a dynamic work environment. Your flexible schedule will allow you to balance your professional activities with your personal life.

Reporting to the customer support and experience Team lead, the customer support and experience agent will provide technical assistance (technical support, information requests, problem analysis, and investigation) to support our clients, business partners, and developers on our various products and IT tools dedicated to healthcare professionals.

Responsibilities:

• Respond quickly to customer inquiries via email and phone, resolving issues promptly and efficiently.
• Be proactive in assisting customers by providing first-line advice and support throughout their journey with our products or services, including first-line support for the online store and our website.
• Work closely with internal teams, including sales, product development, and technical support, to coordinate timely responses to customer inquiries and ensure their needs are met.
• Educate customers on product features, best practices, and available resources to help them optimize their use of our products or services.

• Assist in the activation of our products within clients' solutions.
• Proactively follow up on assigned integration projects by collaborating with client developers, documenting key information in the CRM, and facilitating their access to resources and documentation.
• Investigate, identify, and reproduce various bugs and report them to the team lead.
• Keep the customer information file up to date.
• Maintain support documentation related to IT installations.
• Participate in updating technical documentation.

• Write, review, and format technical documentation in both English and French.
• Contribute to the online publication of technical documentation.
• Ensure the relevance, clarity, and accuracy of documentation by collaborating with development teams, including technical experts.

Requirements:

• High school diploma.
• Previous experience in a customer service role.
• Proficiency in French and English, both spoken and written.
• Good knowledge of IT.

Thank you for your interest in Vigilance Santé. Please note that only those candidates selected for an interview will be contacted.