Client Support Analyst I (Kelowna)

What we do!
Custom Health provides a comprehensive tech-enabled med management and managed care solution resulting in 98% medication adherence for out patients across the United States and Canada. Operations are powered by proprietary software which orchestrates: i) fully-automated owned and network pharmacies, ii) at-home medication management solutions, iii) real-time clinical oversight by 200+ pharmacist-lead clinicians and iv) the collection of real-time, real-world data and insights. 
What you'll do!
The Client Support Analyst 1 will be responsible for providing exceptional support to Custom Health’s clients. The ideal candidate will have a strong customer service background, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software to both technical and non-technical individuals.

This is a remote call center position, offering an entry-level role with exciting prospects for career advancement and development.

Job Responsibilities:

• Provide basic inbound/outbound support and address product functionality issues via emails and phone calls as required.
• Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem-solving solutions.
• Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements.
• Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases.
• Escalate technical and higher-level issues to the appropriate level of support when necessary.
• Collaborate with various teams to ensure client needs are met efficiently and effectively. 
• Troubleshoot hardware and software issues across a diverse patient demographic.
• Become an expert user of Custom Health's software and stay up to date with all new feature releases.
• Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Perform other duties as assigned.

Job Requirements:

• A post-secondary degree, diploma, or an acceptable combination of education and relevant experience is required.
• Strong evidence of time management skills, including the ability to prioritize multiple customer issues on tight deadlines.
• Ability to quickly analyze problems and determine the best course of action using available resources.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts and theories effectively to non-technical audiences.
• Genuine commitment to delivering best-in-class customer and technical support.
• Valid Passport: A valid passport is required for this role as it may involve international travel.
• Willingness to Travel: The successful candidate should be willing and able to travel as needed, both domestically and internationally.