Customer Experience Specialist - Vancouver, Canada - AlayaCare

AlayaCare

Verified Company

Vancouver, Canada

4 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About AlayaCare:

AlayaCare is revolutionizing the way home health care is delivered.

Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care.

We're a fast-growing SaaS company with a team of 650+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions.

We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

About the Role:

As a Customer Experience Specialist, you will have the opportunity to make a positive impact with our customers daily.

This multi-faceted role allows you to: improve your customer facing skills by interacting directly with our partners, work with a high-performing team to solve complex problems and develop your own style for delivering outstanding customer service.

We are looking for a Customer Experience Specialist who will be responsible for owning and actioning a queue of requests from our customers all over the world.
If you're interested in helping us support the delivery of homecare services, this job is for you.

A day in the life:

Manage a queue of requests from live customers through ZenDesk
Independently troubleshoot and solve complex customer requests
Present action plans and recommendations to users to resolve their issues
Connect with customers over the phone to discuss and troubleshoot concerns or questions they have regarding the platform
Monitor enterprise customer escalations and health, including at times meeting with crossfunctional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
Support your team on customer escalations and guide your team on best practices such as next issue avoidance, decreasing average resolution time, impacting customer satisfaction, and providing other customer guidance on available offerings and tools
Liaise with the Customer Success, Product, QA, and Engineering Team throughout the support process
Provide guidance to customers on configuration and process questions
Contribute to the development of best practices, methodologies, and other intellectual capital aimed at improving the customer experience for our customers
Provide inputs that will be used to inform the product development and improvement priorities
Participate in the oncall support rotation for afterhours support

What you bring to the team:

Post-secondary education in a related field or a blend of post-secondary education and relevant experience
Minimum of 2 years of experience in technical support (ideally within a software capacity)
History of delivering exceptional customer service
Direct experience using a ticketing system (Zendesk and/or Jira is strongly preferred)
Knowledge and working experience with Microsoft Office Suite, Chat Platforms (Teams and/or Slack), and Video Conferencing Platforms (e.g., Zoom)
Exceptional problemsolving and creative thinking skills
Outstanding written and oral communication skills
Ability to empathize with customers
Desire to work with customers and ability to deal with critical situations
Comfortable working in a fastpaced environment
Healthcare experience considered an asset
Bilingual in French/English considered an asset
Willingness to participate in after hours oncall rotation
Willingness to travel to your closest AlayaCare office location for some onsite work/collaboration

What Makes AlayaCare a Great Place to Work:

Our products have a positive impact on the lives of countless care workers and care recipients Equity in a well-funded, high-growth company
Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
Competitive compensation including equity in a growing, wellfunded company
Comprehensive group benefits program, including telemedicine
Employee expense program for health, wellness, lifestyle, productivity expenses and more
Parental leave topup plan
Flexible vacation policy
Wellness Fridays throughout the summer months for extra time to unwind
Paid Volunteer Time off Program
Career growth and development opportunities
An entrepreneurial culture of transparency, collaboration, and innovation
We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

_ Better outcomes, better belonging_

Our team members are uniqu_e—like our products and the customer groups that we service. _AlayaCare_ employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a peoplecentric culture where all employees belong and feel heard._
Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity