Technical Support and Customer Service Agent

Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights. 

The Xacte division offers an innovative medical billing solution, enabling healthcare professionals, medical clinics, and billing agency partners to benefit from a distinctive synergy of expertise and technology. 

 
Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently. 

What you can expect when joining the team

You will be a key point of contact between our users, primarily physicians and their staff and our internal teams. 

You will contribute to resolving technical issues, supporting users, and continuously improving our solutions in a collaborative, dynamic, and fast-evolving environment. 

What makes this role unique: 

• Direct interaction with physicians 

• A tangible impact on the Quebec healthcare system 

• A varied and stimulating work environment 

• A close-knit and collaborative team 

• The opportunity to develop expertise in technology and medical billing 

Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m. 

Required in-office presence: 1 day per week 

Your day-to-day

You will be responsible for: 

• Providing first-line technical support (chat, phone, email) 

• Diagnosing issues and proposing appropriate solutions 

• Managing requests and escalating when necessary 

• Supporting users in optimizing their use of the Xacte platform and analyzing their needs 

• Collaborating with the product technical team by providing feedback to help deliver a user-friendly, reliable, and efficient product, and contributing to continuous improvement 

• Contributing to documentation and knowledge sharing 

Your profile

Are you recognized for your rigor, strong customer service skills, and ability to solve problems independently? You stand out for: 

• Your ability to analyze and structure technical issues 

• Your autonomy, curiosity, and resourcefulness 

• Your ability to simplify and explain technical concepts 

• Your sense of priorities and team spirit 

• Your experience with tools such as Microsoft Office, SharePoint, Intercom, Zendesk, Jira, or Trello 

What we’re looking for: 

• 1 to 3 years of experience in technical support or customer service 

• Comfort working with technology and various tools 

• Ability to manage multiple tasks simultaneously 

• Excellent communication skills (written and verbal) 

• Full bilingual proficiency (French and English), as the role involves interactions with English-speaking clients 

Our benefits

• Compensation that recognizes your contribution;

• 4 to 6 weeks of paid vacation per year;

• 5 ​paid personal days​ per year​;

• A ​group RRSP / DPSP plan with employer contribution;

• ​A ​complete group ​insurance ​plan, from day 1;

• An ​annual wellness allowance;

• Access to the Lumino Health™ telehealth application;

• Flexible work hours and more.

Petal is an active participant in the equal opportunity employment program, and members of the following target groups are encouraged to apply: women, people with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

A quick important note: We’ve noticed that some external websites are posting our job openings under incorrect job titles. To find our real opportunities and join our team, please make sure to apply through our official careers page or our trusted partners. We can’t wait to hear from you!