SUPPORT SPECIALIST (H/F) (remote)

Founded in 2010, MEDFAR Clinical Solutions revolutionizes healthcare with our MYLE Integrated Care platform, the first web-based electronic medical record (EMR) in Quebec. Trusted by 15,000 healthcare professionals daily, we impact over 20 million patients across North America. In 2023, we proudly earned a coveted spot on Deloitte’s prestigious Fast50 and Fast500 lists, a testament to the exceptional contributions of our employees driving our success. Join us in transforming healthcare locally and globally, as we strive to empower 500,000 care providers to reach 500 million patients by 2030.
Job Description

You will join Maël, the Technical Support Manager, and his multidisciplinary team of 25, tasked with supporting our clients through technical challenges and user inquiry resolution.
As the privileged contact for our customers (clinics, hospitals and healthcare professionals), your role will be to assist them by telephone and e-mail on the use of MYLE software for billing purposes. You will have a direct and significant impact on customer satisfaction.
Responsibilities
Respond quickly to customer requests, either by phone, email or videoconference;
Provide invoice clarification and guidance on MYLE billing and payment platforms;
Understand and identify the source of their problem(s), and propose a solution adapted to their situation;
Collaborate with other team members or departments in resolving tickets;
Escalate tickets according to their complexity.
What will your onboarding look like?
Your first few weeks will focus on getting to know the MYLE product inside and out. As you settle into the finance team, you will dive deeper into the platform to master the intricacies of the MYLE financial tools and workflows.
We have put in place an in-house training and development plan to ensure that you achieve your goals.
Qualifications

At least 1 year of experience in billing, accounts receivable, or collections;
Experience with a billing/collections automation platform (e.g., Invoiced) — an asset;
Experience with Salesforce or another CRM — an asset;
Comfortable learning and using SaaS solutions and financial applications;
Comfortable analyzing billing discrepancies and explaining financial information to clients;
Excellent written and verbal communication skills;
Fluency in French and English required, as the role involves supporting clients in both languages;
Excellent customer service and problem-solving skills.
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 of Quebec.

Additional Information

Remote work and flexibility
RRSP contribution
Healthcare insurance from day one
Paid time off: 3 weeks
An onboarding program to help you get familiar with our environment and the digital healthcare field
Internal growth opportunities (promotions, internal mobility)
Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
A company culture focused on transparency, collaboration, and innovation
Join a dynamic and innovative environment where your work directly contributes to improving Technical Support operations while helping modernize healthcare across Canada and internationally.
With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French.
At MEDFAR, we value diversity, equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity or abilities.As part of our commitment to a fair and inclusive recruitment process, we offer accommodation to candidates who request it. If you need accommodation during your interview, please let us know so that we can provide you with an adapted experience.
MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program ( EEOP ). We encourage applications from women, visible minorities, ethnic minorities, aboriginal peoples and people with disabilities. When applying, we invite you to complete this section, which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory, but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.
To better understand the self-identification process, please consult this guide .