Mimosa Diagnostics Hiring for Technical Support Specialist at Toronto, ON Full Time

MIMOSA provides a proactive approach to skin health, allowing clinicians to implement earlier interventions, or even prevent them from being needed at all. Our products promote inclusive and equitable healthcare, enabling patients in remote areas and persons of colour across the globe to access the critical health care everyone deserves.

As a part of the Customer Experience Team, the Technical Customer Support Specialist is responsible for responding to incoming support requests via email and phone.

This role includes identifying and resolving technical and software issues, leading customer expectations, and escalating issues as appropriate to product teams.

The Day to Day:

• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Sharing customer product feedback with our product and development teams
• Collaborating with our customer experience and product teams to deliver an exceptional customer experience
• Assisting in developing best practices for handling support requests

The skills required for this role:

• You’re a natural communicator and you love diagnosing and solving problems
• You’re curious and enjoy learning how a product works so you can help your customers get the most out of it
• Demonstrated ability to clearly communicate technical information to a non-technical audience
• Ability to ask probing questions in order to obtain necessary information
• You have a track record of delighting customers in a Support/Success/Care role at a fast-paced tech company
• You know how to connect the dots between departments and stakeholders so everyone benefits from your unique view of the customer
• Excellent organizational and time-management skills
• A minimum 3 years in a Technical Customer Support/Success/Care role
• Experience with Jira Service Desk or other IT service Management software preferred

Workspace Requirements:
Reliable internet with minimum 25mbps download and 10mbps upload.

Distraction free work space to focus during work hours

Location:
Remote within Canada – anywhere within Canada, with the expectation you would be working hours in sync with customers in Pacific Time.

Must reside in and be legally able to work in Canada

Application Instructions:
We know people hate writing cover letters, but we really would love to know why you’re interested in working with us, so please make sure you fill in that part. : )

Salary Range:
$47,600 to $60,740