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Technical Customer Support Specialist
  • Job ID #: 30102
  • Position Type: Full-Time
  • Education Required: Associates Degree
  • Experience Required: 1 - 2 Years
  • Location: CA-ON-Toronto
  • Functional Area: Customer Experience
  • Relocation Provided:

Position Description:

The Customer Support Representative will be responsible for providing primary technical support for our clients and will conduct initial review and analysis of issues as well as provide troubleshooting steps (triage) in order to reach issue resolution. The Customer Support Representative will work with internal teams including (but not limited to) DevOps, Development, and Implementations as required in order to completely resolve customer issues. This position will be the technical interface to customers, both internal and external for resolution of problems related to the installation, recommended maintenance and use of company services and technology.

Key Responsibilities/Accountabilities

  • Provide friendly and effective support for issues, problems and functional questions posed by customers, while:  a) effectively triaging and setting appropriate customer expectations;  b) thoroughly and concisely documenting interaction, and c) utilizing appropriate customer service skills, as business needs dictate.
  • Modify SQL queries to extract relevant data from clients' databases.
  • Communicate and conduct business with Practice Administrators, Office Managers, and decision makers in the Health Care Sector.
  • Connect with clients to gather all the information required to setup new accounts/campaigns and implement the same.
  • Prioritize and manage all open requests to ensure that they are resolved accurately and in timely manner within predefined SLAs.
  • Create documentation on resolution, which would enable new resources to adapt/learn quickly.
  • Help team members to resolve issues/requests efficiently.
  • Be the PatientPrompt product expert and provide relevant product information to the clients about their account and best practices.
  • Establish and maintain a good relationship with clients.
  • Perform other related tasks and duties when required.
  • Provide on-call support to ensure urgent client requests are addressed and resolved within predefined SLAs.
  • Provide support on a rotational shift basis, as needed.

Position Requirements:

Required Knowledge, Skills & Abilities

  • Proven customer service and problem solving skills, providing remote support services. 
  • A proven track record of exceptional customer service skills with the ability to multi-task.
  • Demonstrated ability to solve problems with a sense of ownership, enthusiasm and innovation.
  • Highly organized, self-motivated, customer oriented and able to work within a team.
  • Excellent command of the English Language both written and verbal a must.


Education and Experience Required:

  • Post-secondary education in Computer Science, Computer Engineering, Information Systems, Information Technology, or related field or equivalent experience.
  • Must have 1+ years of experience in IT Industry ideally in technical customer support environment.
  • Experience with relational databases would be an asset.