Reporting to the Director of Customer Success, the Customer Support Representative (CSR) is the first point of contact for Divergence customers via online live chat and email. The CSR handles inquiries including FAQs, technical support, and general how-to questions about the Divergence web application, mobile application, and supported EEG devices.
As needed, the CSR will arrange Zoom sessions with customers to clarify issues, provide additional troubleshooting, and gather information to report to the product team, developers, and customer success.
The CSR hosts weekly drop-in sessions to provide 1:1 help with FAQs, how-tos, and questions about the platform.
The CSR helps keep the Divergence Support Community up-to-date by creating video walkthroughs, how-to write-ups, technical documentation, etc. and assists with keeping the customer database up-to-date.
Who we are:
Divergence is a Toronto-based startup focused on the research and development of a data-driven, cloud-based neuro platform based on EEG-analysis and machine learning to improve mental health for all. Our platform and research enhance clinical and personal mental health assessments by supplementing self-reporting methods with an easy-to-understand, cloud-based EEG software platform, offering individualized neurofeedback protocols driven by machine learning and AI combined with therapist interaction.
We believe strongly in building on the talents of highly effective and motivated people including those that have just graduated or those who have been in the Canadian workforce for some time.
What is in it for you:
- Opportunity help transform the technology for mental health and improve quality and experience of health care at a large scale,
- Opportunity to learn from leading tech / science experts in the field,
- Work in a lean, agile, and no-nonsense startup environment,
- Super laid back, casual, transparent, flat culture,
- Flexible working arrangements.
Your day-to-day will involve:
- Serving as the first point of contact for customer technical issues via chat and email during the hours of 8:30am and 4:00pm Eastern on standard working days in Canada:
- Providing troubleshooting assistance for customers experiencing difficulties with the web application.
- Providing troubleshooting assistance to customers to help them support their clients with the mobile application and EEG devices.
- Conducting screen-sharing sessions to troubleshoot, clarify issues, and collect information for the product team and developers.
- Documenting issues that may indicate a bug or issue with Divergence software.
- Hosting or participating in weekly office hours for Divergence customers to assist with FAQs, how-tos, and troubleshooting.
- Maintaining or exceeding our SLAs:
- First response to assigned tickets within 2 business hours.
- Work to solve tickets within or better than SLA.
- Proactively communicate on all tickets to ensure they are touched at least weekly.
- Sharing information and escalating issues with the appropriate team:
- Escalating complex technical issues.
- Escalating issues to vendors and partners.
- Referring customers to customer success when needed (assistance with business operations).
- Assisting with creating and maintaining resources for the Divergence Community (e.g. FAQs, how-tos, video walkthroughs, etc.) to empower clients with self-service resources.
- Maintaining accurate records of customer interactions and technical issues in our support tickets and tracking logs, ensuring thorough documentation and effective communication with team members.
- Staying up-to-date on product updates, new features, and customer and industry issues to provide informed support and guidance to customers.
- Helping keep the CRM system up to date.
You must have:
- 2+ years experience providing support to end-users in a customer or technical support role or 2+ years experience supporting clients/patients with EEG, and neurofeedback in a practice,
- A strong understanding of web and mobile platforms,
- Excellent written and verbal communication skills,
- Experience communicating technical knowledge to non-technical audiences,
- An ability to troubleshoot technical issues independently and escalate complex issues to higher-level support teams when necessary,
- A detail-oriented nature with strong organizational skills and the ability to prioritize tasks effectively in a fast-paced environment,
- An ability to work independently and thrive in a fast-paced, dynamic work environment while also being a team player,
- Critical and analytical thinking skills,
- Proficiency in logging and tracking ticket information and CRM software or experience logging and tracking client information in a neurofeedback practice.
Preference will be given if you have:
- Experience with CRM systems like HubSpot,
- Experience with neurofeedback platforms,
- Experience with troubleshooting or debugging cloud-based software systems.
We are looking for the best and brightest, motivated, talented people to help us shape the future of mental health technology. If any of this sounds exciting and if the above sounds like you, apply today!
