Job Description
Note: The job is a remote job and is open to candidates in USA. Fullscript is an industry-leading health technology company focused on improving patient care through innovative tools and solutions. They are seeking a Customer Support Specialist - Labs to provide exceptional service to practitioners and patients, ensuring satisfaction and fostering meaningful relationships. The role involves proactive assistance, effective communication, and a commitment to maintaining high service metrics. Responsibilities Complete about 25 contacts per day (average of 125 per week)* across all channels Maintain a CSAT of >90%* Maintain a QA score of >90%* Maintain a wrap up time of <3 min* Assist customers through all channels with a friendly and professional attitude Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers Willingness to jump in with a positive attitude to support your team or any customer needs Stay on top of the most up to date information as the labs product evolves to accurately support customer needs Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help Going above and beyond with each interaction to leave our customers delighted Eager to collaborate and support team members Master all lab knowledge as the product offering evolves Open to coaching and feedback Meeting all metrics as defined above Skills Must be flexible to work every 4th weekend Complete about 25 contacts per day (average of 125 per week) across all channels Maintain a CSAT of >90% Maintain a QA score of >90% Maintain a wrap up time of <3 min Assist customers through all channels with a friendly and professional attitude Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers Willingness to jump in with a positive attitude to support your team or any customer needs Stay on top of the most up to date information as the labs product evolves to accurately support customer needs Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help Going above and beyond with each interaction to leave our customers delighted Eager to collaborate and support team members Master all lab knowledge as the product offering evolves Open to coaching and feedback Meeting all metrics as defined above Benefits Flexible Paid Time Off program Fullscript’s RRSP match program Stock Options Customizable benefits package (medical, dental, vision) with HSA Discount on Fullscript catalog of products for family & friends Company Overview Fullscript is a supplement dispensing platform and patient adherence tool that supports practitioners at the point of care and beyond. It was founded in 2011, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 501-1000 employees. Its website is