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Technical Support and Customer Service Agent


This is a Contract position in Montreal, QC posted January 19, 2022.

Founded in Quebec City in 2011, Xacte is a dynamic, fast-growing company that puts its technological know-how and medical billing expertise at the service of all physicians through its web and mobile billing tool. Since 2018, Xacte has been working as part of the Petal team, composed of more than 200 passionate individuals dedicated to improving the healthcare system by developing innovative medico-administrative solutions.

As the leader in the field of medical billing in Quebec, we will soon reach 5,000 users and we have no intention of slowing down in our mission to simplify the daily lives of physicians.

What to expect when joining the team

As a Technical Support and Customer Service Agent, you will join the team responsible for user support that ensures an unparalleled experience for our clients. In short, you will become a real encyclopedia of knowledge for our users! You will acquire a solid knowledge of our interfaces as well as a basic knowledge of medical billing in order to best serve our clients: physicians and their staff.

Your daily life

During the day, you will be led to:

  • Ensure client satisfaction by providing a high level of technical support, both online and by phone;
  • Participate in the training of new customers;
  • Analyze user needs, identify problems and recommend solutions;
  • Collaborate with the product’s technical direction by providing the necessary feedback to enable us to provide a user-friendly, reliable and efficient product;
  • Conduct case and data analysis to recommend solutions based on the needs expressed by users;
  • Participate in the creation of tutorials and web documentation;
  • Produce and analyze various reports.

Your profile

Are you professional, versatile and concerned about the quality of customer service? Do you enjoy managing multiple files simultaneously and working as a team towards common goals? Are you looking for a friendly work environment and want to be part of a great team? The sky is the limit! If you have:

  • A college diploma (DEC) in a relevant discipline or a combination of education and experience deemed equivalent;
  • 1 to 3 years of experience in a similar role;
  • A strong interest in technology;
  • Natural ease with information technology (operating systems, browsers, web applications, etc.);
  • A thorough knowledge of the Office suite and familiarity with applications such as Google Suite, Dropbox, Trello, Slack, Zendesk, Intercom, Joinme, Teamviewer, MailChimp, etc.;
  • Basic knowledge of web technologies (HTML, CSS JavaScript, API’s), an asset;
  • Fluency in French and English (bilingualism required), both oral and written;
  • A mastery of problem solving and the ability to work on several files simultaneously;
  • Excellent management of priorities and stress;
  • Ability to build and maintain business relationships and a strong ability to explain complex issues in simple terms.

Petal’s position on remote working
In our opinion, a company cannot claim to be modern, innovative and have the well-being of their team at heart, without attempting to integrate remote working to the level that their business model allows them to.​ ​Post-pandemic, Petal employees will continue to benefit from the option of teleworking up to the maximum flexibility permitted by the nature of the position and the smooth running of operations.

Our benefits

  • ​A signing bonus of 1 000$ for your remote work set-up;
  • ​Compensation that recognizes your contribution;
  • ​A ​generous vacation policy;
  • ​5 ​paid personal days​ per year​;
  • A ​group RRSP / DPSP plan with employer contributions;
  • ​A ​complete group ​insurance ​plan, ​including dental;
  • ​An ​annual wellness allowance;
  • Access to the Dialogue™ telehealth application;
  • Access to the Officevibe™ employee engagement application;
  • Flexible work hours and more.