About Cloud DX

Cloud DX is an industry leader in digital health care, virtual care, remote patient monitoring hardware and software. The company’s award-winning solutions enable chronically ill patients to stay at home and out of the hospital, drastically improving health outcomes while, at the same time, significantly reducing costs to treat the most expensive patients in the healthcare system. Cloud DX is relentlessly committed to serving patients, driving Innovation, delivering results, and making a difference in communities across North America and globally. The Company was founded in 2014 and has grown into a leader in the Virtual Care Market in North America. The current COVID crisis has accelerated the adoption of virtual care in our markets and Cloud DX is investing in expanding our US Sales and Marketing efforts.

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The Role*

Cloud DX is growing, and we are looking for a Patient Support Specialist to assist our customers with any questions or technical issues when using our products. Reporting to the Manager, Support and Experience, you will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities.

What You'll Do

• Answering our Customer Support line, live chat and email channels to diagnose client issues with our products and services while providing exceptional client support.
• Optimize the customer, clinician and patient experience by providing outstanding customer service.
• Diagnose and resolve technical hardware and software issues involving the installation and operation of our cloud-based vital sign monitoring hardware and software.
• Use a critical eye to review tickets and determine appropriate next steps, escalating priority issues when needed.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Follow-up and make scheduled callbacks to customers where necessary.
• Stay current with system information, changes and updates.
• Build and maintain relationships with support leads in our distribution network, gather feedback regarding our products and services, promote best practices and cement relationships.
• You will work with Operations and Sales to train and educate Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.
• Assist in the logistics of connecting and testing health kits and shipping those kits to customers and potential customers in the Canadian marketplace.

Who You Are

• Strong computer and telecommunication skills with an advanced ability to establish rapport through telephone contact.
• Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
• The ability to multitask is vital to this role, along with flexibility in support hours. While there is consistency with core days (Tuesday- Saturday), there will be the requirement to accommodate the occasional weekend or evening shift.
• Ability to multi-task, problem-solve, and strong attention to detail.
• Ability to listen and align the patient/client with appropriate resources.
• An entrepreneurial spirit who is eager to learn and sees opportunities for growth.
• You have a collaborative team-player mentality.

Bonus

• Bachelor’s Degree in Business or Health Service Field experience is a huge bonus!

Cloud DX is an equal opportunity employer. We thrive on diversity and are committed to creating an inclusive environment that represents a variety of backgrounds, perspectives, experiences, and skills. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Job Type: Full-time

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