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Jobs - Customer Support Specialist
About Hexoskin
Hexoskin is the leader & pioneer in non-invasive sensors, software, data science & AI digital health solutions. Founded in 2006 in Montréal, Hexoskin’s mission is to record and organize personal health information and make it accessible and useful.
Hexoskin provides solutions and services directly to customers, researchers, and professionals in Academics & Research Institutions, Pharmaceuticals, Healthcare, Law Enforcement & First Responders, Defence, and Aerospace organizations.
Hexoskin’s headquarters are located in Montreal at 5800 St-Denis St. Our office is close to public transit (Metro Rosemont), a 5-minute walk from the Plateau and Mile-End, and a few steps to a bike path.
We are a fast-growing team that promotes a diverse, talented, and skilled workforce. Hexoskin promotes an inclusive culture, work-life balance, flexible hours schedule, and work from home. Women, visible minorities, First Nations and Inuit applicants, people with disabilities, and LGBTQ+ candidates are invited to apply.
About the Position
The Customer Support Specialist is in charge of supporting and educating Hexoskin clients on how to best use Hexoskin products in different contexts. The chosen candidate will work closely with the Sales, Marketing & Support team and interacts with people throughout the company (software, hardware, design, data science, logistic, finance). Our team is result-oriented and passionate about delivering leading innovative products to a large international community.
Responsibilities
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Be an active ambassador of the Hexoskin products and solutions.
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Provide customer support from initial onboarding to project completion and post-implementation.
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Develop & maintain strong relationships with the Hexoskin users, partners, and developers’ community.
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Be active during the full sales cycle, from initial contact to close. Prepare customers’ orders for shipping.
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Educate new clients about the best physiological monitoring solutions for their needs.
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Provide memorable customer service to Hexoskin clients.
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Manage incoming customer service tickets and oversee their resolution.
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Post Support & FAQ articles on the Hexoskin Support Community Knowledge Base.
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Monitor and improve customer satisfaction by developing surveys and other tools to collect customers’ feedback.
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Prepare the shipping documentation.
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Collect proof of deliveries.
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Manage incoming merchandise from suppliers.
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Manage and report the inventory on an ongoing basis.
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Manage media requests and coordinate PR events.
Competencies
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Flawless English and French written and spoken communication skills.
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1-3 years experience in sales/customer service.
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Engineering or life sciences university degree a plus.
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Knowledge of logistics and shipping a plus.
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Experience with a CRM a plus.
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Experience with digital tools to manage customer support, logistics, and inventory.
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Experience in healthcare, biopharmaceutical, defense, and academic customers a plus.
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Rigorous work ethics & customer focus.
What we Offer
- A fast-growing startup recognized as an industry leader in health sensors & AI.
- An enjoyable team culture and work environment.
- A rewarding career with advancement opportunities.
- Work on health-related projects (health research, clinical research, patient remote monitoring, etc.)
- Many opportunities to innovate and take initiative.
- You get to work with the latest remote patient monitoring technologies.
- Competitive salary.
- Health benefits.
How we measure the performance of the Customer Support Specialist
Performance is measured by sales revenue, customer success rate, and customer satisfaction.
Type of Position
Permanent - Full-time
How to Apply
Candidates are invited to apply before January 27, 2023, at jobs@hexoskin.com
