Support specialist (1:30 p.m. to 10:00 p.m.)

Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights.

Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently.

What you can expect when joining the team

As a part of Petal’s customer support team, you will play a key role in supporting healthcare organizations and their users including physicians and other healthcare professionals in their use of our solutions. Reporting to the Team Lead, you will help ensure customer satisfaction and retention by supporting clients after the deployment of our solutions and guiding them toward optimal use.

You will have a meaningful impact on healthcare professionals while developing strong technical expertise in a structured, collaborative, and fast-evolving environment. You will also gain a deep understanding of both our standard and advanced products while actively contributing to the overall client experience.

Remote, with occasional in-office attendance
Permanent full-time position (37.5 hours per week). The schedule is Monday to Friday, from 1:30 p.m. to 10:00 p.m.

This role also requires obtaining government security clearance, in addition to a standard background check.

Your day-to-day

Your primary mission will be to provide structured and high-quality technical support within the Petal ecosystem. Most support is delivered via chat and managed through Zendesk (ticketing system).

In this role, you will:

• Provide prompt and professional first-line technical support

• Independently manage Level 1 and Level 2 support tickets

• Analyze more complex issues as you grow into the role

• Gradually participate in configuration tasks within client environments

• Guide clients in understanding and optimizing the use of product features

• Manage tickets related to technical incidents and collaborate with internal teams to resolve them

• Support client deployments by providing assistance and guidance

Your profile

Are you a perfectly bilingual, analytical, autonomous, organized, curious and customer-oriented person who enjoys taking initiative to support your team? The sky’s the limit! if you stand out for:

• Your ability to provide clear and structured troubleshooting and diagnoses across a variety of technical situations

• Your ability to effectively manage priorities in a fast-paced and dynamic environment

• Strong technical or IT foundations combined with a strong capacity to learn quickly

• Your ability to explain technical concepts clearly to non-technical users

• Your excellent organizational skills and sound judgment

• Relevant experience in technical support or ticket management

• Your ability to communicate effectively in both French and English to deliver high-quality service to French- and English-speaking clients across Canada.

This role offers growth opportunities toward more advanced technical responsibilities.

Our benefits

• 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, from day 1;

• An ​annual wellness allowance;

• Access to the Lumino Health™ 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.

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