Customer Support Coordinator

by Lanier Healthcare Canada

Position Type: Full-time
Location: London, ON
Date Posted: May 12, 2020
Experience: 2 Years
Education: College Diploma (2 years)

Job Description

Customer Support Coordinator

Lanier Healthcare Canada provides software and technology for the healthcare industry. We specialize in workflow automation for the Electronic Medical Record and we simplify this by providing innovative software solutions that can speech enable the Electronic Medical Record using voice recognition.

 We are currently seeking a Customer Support Coordinator that can work with customers and fellow team members in a fast paced environment. Experience with help desk management software and receiving service requests from customers is important. This is a full time contract position that could lead to a permanent position. 

Responsibilities:
  • Receive and dispatch customer calls
  • Coordinate calls with Support Reps taking workload and schedules into consideration
  • Manage service desk  software including updates, changes in configuration, test environment
  • Escalates issues that cannot be resolved to next level support and or management.
  • Follow up and interact with support reps regarding incident resolution and reporting
  • Update customer records  including contacts, SLA and system configuration
  • Prepare month end reports including: number of incidents logged, open incidents, closed incidents, incidents to vendors and billable incidents
  • Assists with parts sourcing, travel arrangements and telephone answering back up
  • Proven organizational ability - must possess time management skills, be flexible and enjoy a fast-paced environment.
 Qualifications:
  • Post secondary school education technology related field
  • Knowledge and in-depth experience with Microsoft Office
  • Excellent customer service ability and experience dealing effectively with customer concerns
  • Excellent Client-facing skills and internal communication
  • Above average written and verbal communication skills
  • Above average interpersonal skills
  • Proven organizational ability - must possess time management skills, be flexible and enjoy a fast-paced environment
    We offer a competitive compensation and benefits package. If you are interested in becoming a member of our support team, please email your resume to rschryvers@lhcc.ca.