Customer Support Representative (E-Health 13 Month Contract
LifeLabs
Burnaby, BC
At LifeLabs, we are focused on our vision of building a healthier Canada! We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 21 laboratories and service over 19 million patients each year.

We believe we can build a healthier Canada through the power of technology and we are proud to have been named one of Business in Vancouver Top 100 Tech Companies in B.C. 2017.

Our wholly owned subsidiary Excelleris Technologies, a Canada Health Infoway award winner, developed the first noteworthy patient portals in which patients can access their own test results online. Today we are providing over 2 million Canadians with a range of online diagnostics results and health records through Excelleris SaaS - my results and my ehealth.

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers. With over 5,400 employees, we all make a difference and that’s why our people are so important to us.

This is an exciting time to join our team and be part of our innovation, development and growth!

As the Customer Support Representative you will provide first-level support to all users of Excelleris’ service, by delivering a positive customer service experience. The Customer Support Representative will work closely with other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner.

This position reports to the Client and Customer Support Manager and is one year full time temporary position until August 2020 located at 3500 Gilmore Way, Burnaby.

We operate Monday to Friday from 6 am to 5 pm, you must be availble to work an 8 hour shift during this period.

Key Responsibilities:
Provide excellent customer service and assist with first-level support requests for technical assistance via phone and email
Document customer interaction via ticketing system to triage incident and escalate to second-level support where required
Answer general inquiries regarding Excelleris' services
Provide assistance with locating missing laboratory reports for both patients and providers
Troubleshoot processes including registration and system difficulties in a methodical way
Manage, monitor and update ticketing system to document solutions
Work with cross functional teams to ensure all second-level support incidents are resolved in timely manner
Liaise with laboratory and supported Health authorities with updating registrant/patient demographic information
Respond to online user feedback and comments
Review and suggest updates to department processes and procedures to promote and enhance the customer experience
Identify ongoing customer difficulties, call/email correspondence trends and escalate to Team Leader where necessary
Provide after-hours, on-call technical assistance to clients on a rotating basis
Liaise with laboratory and supported Health authorities with updating registrant/patient demographic information
Respond to online user feedback and comments
Review and suggest updates to department processes and procedures to promote and enhance the customer experience
Identify ongoing customer difficulties, call/email correspondence trends and escalate to Team Leader where necessary

Key Requirements:
Excellent customer relation skills, both verbal and written, to promote first call resolution and demonstrate patience and professionalism when dealing with challenging situations.
Familiarity of various operating systems, computer applications, browsers is required.
Proficient working knowledge of MS Word, Excel, and Outlook.
Ability to quickly grasp concepts and processes.
Strong problem solving skills with the ability of multitasking and prioritizing work.
Highly motivated and self-directed with the ability to work well under pressure.
Enthusiastic, adaptable and positive team player with the ability to work effectively on own.
Previous experience in a health care environment is preferred.
Ability to provide written and verbal support in French or Punjabi is an asset.
INDG