Customer Support Agent

Do you enjoy solving problems quickly and making the customer experience simpler and more pleasant? Come put your solution-oriented mindset and responsiveness to work for the clients of Vigilance Santé.

For more than 30 years, Vigilance Santé has been developing solutions that help healthcare professionals in managing drug therapy. Here, work-life balance is not just a slogan, but a reality, and every team member contributes directly to the company’s success.

We are looking for a Customer Support Agent to join our team. Reporting to the Customer Support and Experience Team Lead, the person in this position will play an essential role in ensuring user satisfaction and loyalty. They will be responsible for responding to requests, efficiently resolving issues, and providing quality support so that healthcare professionals can make the most of our solutions. All of this will be done in close collaboration with the Sales and Marketing teams.

Responsibilities:

• Provide high-quality customer service by promptly responding to requests received by email or phone and offering effective solutions.
• Be proactive with clients by providing advice and first-line support throughout their journey with our products and services, including first-line support for the online store and our website.
• Support the application support and integration team in resolving simple technical issues.
• Work closely with internal teams, including Sales, Product Development, and Technical Support, to coordinate quick responses to client questions and ensure their needs are met.
• Facilitate bulk email communications (technical updates, marketing blasts, special communications, etc.).
• Document work procedures in Confluence.
• Accurately and systematically document client information to meet the various needs of teams (technical support, sales, marketing, etc.).
• As required by the team, create and update reports to establish relevant KPIs regarding customer experience.
• Participate, when needed, in certain quality assurance tests for the online store.

Desired profile:

• High school diploma.
• Previous experience in a customer service role.
• Bilingual in French and English, spoken and written.
• Knowledge of CRM software (e.g., HubSpot).
• Excellent written and oral communication skills.
• Good judgment, versatility, and a strong sense of responsibility.
• Problem-solving skills and the ability to explain information clearly.
• Strong organizational skills and the ability to learn quickly through action.
• Experience in the healthcare sector, an asset.
• Interest in IT, an asset.

Why Join Our Team:

• Contribute to the success of an innovative Quebec-based company in health and technology.
• Play a meaningful role in ensuring client satisfaction and loyalty.
• Work within a small, close-knit team where mutual support is part of everyday life.
• Grow in a human, collaborative, and development-focused culture.

Benefits:

• Competitive salary, based on experience.
• Annual vacation and personal leave.
• Group insurance and social benefits.
• Flexible working conditions.

Does this role resonate with you? We look forward to discovering your profile! Please submit your CV directly through our website. Please note that only shortlisted candidates will be contacted for an interview.