Customer Service and Support Rock Star

RecallMax - Calgary, AB (26 days ago)

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Who We Are

RecallMax (formerly Recall System Pro) is a leading software provider specializing in the enhancement of recall systems in dental practices. Established in 2011 and headquartered in Calgary, Alberta, RecallMax services dental practices across North America.

RecallMax is a unique software application providing the only fully integrated desktop solution that empowers office staff to effectively tackle patient recall – a job that is very difficult to manage and is a significant source of stress.

Our support team is small but highly effective. We are heavily customer focused, committed to quality every step of the way from introduction to install and training. We are dynamic and creative, utilizing systems, process and technology to achieve extraordinary results.

We pride ourselves in providing nothing but the best for our practices.

We promote heavily from within, offer paid time off, health benefits, staff parties a couple of times a year and tons of delicious Nespresso coffee.

Where We Are

Have you ever heard about working for Google and how cool it is? Well. We’re nothing like Google but we’re still cool.

Our new head office is located in the new and upcoming West Springs in SW, Calgary. It’s like another city out here. Tons of shopping, restaurants, day care (doggy and otherwise), groceries, easy access to transit and even access to heated underground parking that you can access with one of those high-tech remote-control thingy’s.

Who You Are

RecallMax is looking for a resilient individual, one that can problem solve and clearly communicate ideas and solutions. Being part of a growing organization can be challenging at times, this is not for everyone, but the position does have the potential for advancement as the company expands. We promote creativity, mutual respect as well as high synergy and collaboration. We also promote ownership of your position and the ability to thoroughly explore solutions before presenting to the team.

We are currently recruiting a Service and Support Representative. This can mean different things to different people so here’s our spin on it.

This is not a cookie cutter support position. We’re successful because we care. We develop one on one relationships with our practices and the people who use our software. So we’re looking for candidates that will not only propagate the culture but also go above and beyond in the day to day routines.

Ideally, you have some experience working in a dental clinic but also have a passion for one on one customer support. You know how challenging it can be but you also know it can be very rewarding.

This opportunity, under the direction of the Service and Support Manager is primarily focused on managing and resolving client requests and technical matters. The successful candidate will support our users through issue resolution all the while maintaining high levels of service and accountability.

RESPONSIBILITIES

  • Highly skilled Service Desk support. Handling of all internal and customer facing issues. Successfully manage service tickets, call handle, monitor internal mechanisms, and prioritize issues by importance.
  • Respond to requests in a timely manner and have the ability to explain technical situations to non-technical individuals.
  • Record incidents/problems by clearly documenting the issue, troubleshooting steps taken, and resolution comments in a trouble ticket system.
  • Staying up to date on current and past support requests to maintain the highest levels of customer service.
  • Customer follow up and support. Monitor software usage; identify the gaps in understanding and adoption.
  • Participate in project meetings, relay customer suggestions for enhancements.
  • Aide in the coordination of software enhancement releases.
  • Testing and validation of software for all new customer installs.

QUALIFICATIONS

  • Minimum 2 years post-secondary (college) diploma or equivalent an asset.
  • Experience providing hands on Tier 1 customer support an asset.
  • Understanding of the inner workings of a dental practice an asset.
  • Understanding of various dental scheduling platforms (i.e. Dentrix) a definite plus.
  • Experience with CRM Salesforce a plus.
  • Tech savvy, has an interest in software, is comfortable and has the aptitude to learn new technology.
  • Strong command of English language both written and verbal – can support clients efficiently.
  • Ability to communicate effectively and concisely a must.
  • Collaborate with different departments, understand workflow requirements/policies.
  • Proficient in Microsoft Word, Excel and Outlook.
  • Excellent accuracy, time management, problem solving and organization skills.
  • Able to adapt to various situations quickly, while adhering to daily deadlines.
  • Interface consistently, positively and proactively with employees, clients and management.

How To Apply

Ok, so if you’ve read this far you have a good idea of the kind of person we’re looking for. You’ve probably figured out that sending us a standard cookie cutter resume and cover letter isn’t going to cut it.

So, send us your CV but let us know how passionate you are about helping people with technology. Tell us about your active listening skills and how it helps you at Christmas when dealing with your crazy Aunt Sally. Also, just to make this more fun, include the word pumpernickel in your cover letter. It will make us laugh and show us that you’re detail oriented and read this far in the description.

We thank all interested applicants, however, only those under consideration will be contacted.

Job Type: Full-time

Experience:

  • customer service: 1 year (Preferred)