Company Description

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy).

Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.

Job Description

You will join Maël, technical support manager, whose mandate is to help our customers when they encounter billing issues or have questions related to their invoice.

As a key point of contact for our clients — including clinics, hospitals, and healthcare professionals — your role will be to assist them via phone and email with the use of our MYLE software. You will have a direct and meaningful impact on their satisfaction.

Your responsibilities will include:

- Quickly handling incoming client requests remotely;

- Providing technical support related to the use of MYLE;

- Understandingand identifying the root cause of issues, and offering appropriate solutions tailored to each situation;

- Collaboratingwith other support team members to resolve tickets;

- Escalating tickets based on their complexity and communicating relevant information to technical teams;

- Contributing to the expansion of our knowledge base and the improvement of internal processes.

What will your first few months look like?

Your first four weeks will be dedicated to discovering the MYLE product. As a member of our support team,



you’ll deepen your knowledge and gain insight into the many nuances of the MYLE software.

We’ve designed an internal training and development plan to help you reach your goals. Here’s what the typical progression and role evolution looks like — responsibilities and compensation grow along the way:

1) Client Support Associate (0–6 months)

- Master our tools and processes
- Handle simple email requests
- Take calls during peak periods

2) Client Support Specialist (Level 1) (6–12 months)

- Apply knowledge acquired as an Associate
- Manage more complex email cases
- Handle regular phone support

3) Client Support Specialist (Level 2) (12+ months)

- Handle complex and more technical client issues via email
- Manage phone support
- Help create technical documentation to enrich our knowledge base
- Support the training of new Level 1 Associates

Your manager’s role will be to equip and support you as you grow within the company — in the direction you choose. Whether you’re interested in customer success, sales, product management, or R&D;, many MEDFARians have grown internally, and we want you to be next

Qualifications

Ideally, you have:

- Previous experience in customer service
- A genuine desire to help clients and deliver an exceptional experience
- A knack for problem-solving, even when issues are complex
- A thirst for knowledge and a willingness to step outside your comfort zone
- Excellent command of both French and English (spoken and written)
- A passion for technology and the ability to learn and use recent tools effectively

Working Conditions

- Contract: Permanent, full-time (40 hours/week)
- Work mode: Hybrid or remote (within the province of Quebec only)
- Occasional in-office presence may be required monthly - depending on the Manager's need.
- Candidates must reside in the province o

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