Customer Support Representative

remote
Remote, Remote, Canada .
full-time . September 11, 2024

Description

What is HEADCHECK Health:

HEADCHECK Health is based in Vancouver, BC and we are the world leader in concussion protocol compliance technology. HEADCHECK has changed the landscape of sports through data based insights through our end-to-end solution to execute concussion protocols, mitigate risk, and support recovery. We simplify what’s normally a complicated process and provide medical professionals, parents, coaches, league directors, and owners with the information they need to make informed decisions about player safety.

Position Summary:

As a Customer Support Representative at HEADCHECK Health you will be responsible for working with our customers and helping them get the most out of the HEADCHECK platform. You will support their current underpinnings of concussion management, will help tailor the HEADCHECK system to support their processes, and will communicate with them to ensure success. We're growing quickly and working with some of the leading sports organizations in North America.

What Makes this the Perfect Opportunity:

HEADCHECK is remote first
Influence change in healthcare and make an immediate difference
Work with the biggest sports leagues worldwide
Attractive benefits & health and wellness perks
Employee Stock Option Plan
Direct access to our leadership team

Key Responsibilities:

Engage with customer success team members to understand current customer process, areas requiring improvement and key service pains.
Conduct online software training to ensure successful knowledge transfer of switching from paper to technology
Work with teams to support adoption and use of concussion best practices with Sports Teams
Respond to inquiries and requests for support by email, phone and in meetings
Work with Product and Marketing teams in the development of product-related marketing and communication materials, tools, and internal resources
Provide transition support activities for new customers including system configuration, data management, content migration, admin, training, etc
Define user stories, process maps and functional requirements working with different types of customers
Plan and conduct tests on the software to ensure products meet customer requests and requirements and your quality standards
Create and maintain job aids and reference resources for administrators and end users
Manage support call and change requests submitted to the Customer Success queue
Other responsibilities as the role requires

Passions, skills, and competencies would include:

Must be located in Canada
Experience working in sport as a coach, manager or medical team member like an Athletic Therapist, Team Trainer, Physiotherapist or Safety Officer
A passion for helping people.
You have a natural curiosity, excellent communication skills, an aptitude for making friends wherever you go and a competitive streak which helps you get the information you need to achieve results.
Some understanding of sports and/or the key roles in sports organizations will be helpful for you as you attempt to navigate various organizations and identify the best person to connect with.
Strong technical skills including Google Suite, CRM (Salesforce), and web browsing (or other transferable tech skills) to leverage and drive your efficiency.
Excellent organizational skills and time efficiency
Customer-centric mindset
Willingness to learn lots, and wear a few different hats to get the job done
Bilingual (English/Spanish) an asset

Working at HeadCheck

HeadCheck offers a fast-paced, dynamic work environment where all employees have an impact. The company is growing fast, so we like to work hard and have fun!

What differentiates us is our commitment to work-life balance. Our employees enjoy flex-hours, the ability to pursue professional projects of interest. What should excite you the most about HeadCheck is the opportunity to be a key player in revolutionizing how technology, health, and safety intersect.

Enjoy a rewarding and challenging high growth startup environment filled with a great perks!

Compensation

$50,000.00 - $65,000.00 per year

Know someone who would be a perfect fit? Let them know!