Overview
Customer Support Specialist Jobs in Remote at SHOEBOX Audiometry
Full job description
Job Type:Full-time, permanent (shift work)
Job Location:Remote, Canada
Hours of Work:Monday to Friday, 11:00 AM to 7:00 PM (EST)
We’re looking for a customer-focused brand ambassador to join our Customer Support team. You will solve meaningful problems, empower hearing professionals with our mobile audiometry platform, and make a global impact in expanding hearing healthcare while working with an amazing team.
Why we need you:
We’re seeking an energetic team member with a “can-do” attitude, tech enthusiasm, and a passion for excellent service. You thrive on building trust with customers and teammates, making a positive impact through your work.
Your primary responsibilities:
T1 Customer Support (60%)
Responding to customer email & phone inquiries, achieving response time targets.
Providing effective and efficient triage of customer complaints, identifying the solution or the appropriate next steps, and closing tickets promptly.
Escalating complex issues to T2 according to set criteria.
Communicate clearly with customers and ensure accurate information is recorded in Desk tickets.
Creating return cases and sales orders in CRM, monitoring customer portals, and following-up on hardware recalibrations.
Proactively listen to customer feedback and feature requests to flag product management teams for product improvements.
Collaborate with other Customer Experience teams to ensure the continued success of our customers.
T2 Customer Support
Investigating complex customer issues, logging bugs to engage T3 support, and providing status updates until resolution.
Advocating for customers to prioritize bug fixes, suggest Knowledge Base articles, and escalate severe issues when necessary.
Customer Support Function Administration (10%)
Handling primary phone coverage; coordinating alternative phone coverage when necessary.
Co-owning support tools and providing input for product improvements.
Managing customer notifications for recalibrations.
Requirements & Qualifications:
Post-secondary education in a relevant discipline or equivalent combination of job experience and training
Legally entitled to work in Canada
3-5 years of experience in a related tech support role
Demonstrated experience using customer ticketing tools (ex. Zoho Desk, Jira, Zendesk, Salesforce)
Excellent written and verbal communication skills in English.
Proven experience in supporting Apple iPadOS/MacOS and Microsoft Windows mobile/desktop environments
Able to work a flexible schedule, including shift work
Customer-focused with a track record of accountability, problem-solving, and teamwork.
Attention to detail, analytical thinking, and continuous improvement mindset
PHI (Personal Health Information) handling
Effective time management
Attending and conforming to end-user security awareness training
Conforming to organizational information security policies
Conforming to Non-disclosure agreements, regulatory or contractual requirements
A complete background check (including a criminal record check) required
Assets:
Ability to communicate in languages other than English, especially Spanish and/or French
Experience in healthcare, biotechnology, or medical software industry
Familiarity with audio technology and terminologies
Experience supporting Apple iOS devices
Experience in SAAS (Software as a Service)
Proficiency in Microsoft Excel
General wireless network troubleshooting
Who are …
Title: Customer Support Specialist
Company: SHOEBOX Audiometry
Location: Remote
Category:
