Technical Customer Support Lead (Parental Leave Cover)

Technical Customer Support Lead (Parental Leave Cover)

Full-Time Hybrid Contract Role for 12-15 Months

ABOUT MIMOSA DIAGNOSTICS

MIMOSA provides a proactive approach to skin health and wound care, empowering clinicians to implement earlier interventions, or even prevent intervention altogether. Our products promote inclusive and equitable healthcare, enabling patients in remote areas, and racialized people across the globe to access the critical care everyone deserves.

ABOUT THE ROLE

We are seeking a Technical Support Lead to join our Customer Experience Team. As the Technical Support Lead, you will play a crucial role in building the foundation for our Tech Support group, ensuring seamless customer experiences, and driving the success of our products. 

This role includes identifying and resolving technical and software issues, leading customer expectations, and escalating issues as appropriate to the respective internal teams.

This is a 12-15 month contract role to cover our team member’s parental leave.  We have included additional time to overlap to ensure a smooth transition. As MIMOSA is a growing company, there may be opportunities for full-time roles following the contract.

Responsibilities:

Tech Support Operations:

• Log and track all customer reported issues within the ticketing tool, ensuring detailed documentation of each case, including the steps taken, resolution and follow-up action if any.
• Stay up to date with product features and updates to provide the most accurate technical support and guidance to customers.
• Maintain strong relationships with key customers ensuring that they receive timely updates and solutions to their issues.
• Escalate critical issues or bugs to the Product/Development team ensuring swift resolution.
• Update the Tech Support playbook, knowledge base for internal and external audiences, including How-to guides, FAQs, and troubleshooting articles, and supporting documentation based on ticket resolution outputs.
• Facilitate self-service customer-facing content to empower customers and reduce support dependency.
• Manage and monitor real-time reporting on service levels and key metrics, ensuring customer service levels are maintained and anomalies are addressed promptly.

Customer Engagement and Support:

• Create, validate, and disseminate Release Notes to both internal and external customers of upcoming changes to the product.
• Utilize exceptional communication skills to support customers via telephone, text, or email, demonstrating a high level of customer focus and empathy.
• Gather and share customer product feedback with product and development teams to drive continuous improvement.
• Collaborate with Sales, Customer Success, Product, and Development teams to deliver an exceptional customer experience.
• Ensure compliance with relevant regulatory requirements to protect customer data and privacy.

Continuous Improvement and Product Knowledge:

• Refine existing processes to enhance the efficiency and effectiveness of issue resolution.
• Participate in product development and quality assurance activities to optimize support processes and procedures.
• Engage internal stakeholders to promptly address customer issues and provide timely solutions.
• Contribute to streamlining cross-departmental processes to make them more efficient and customer-friendly.

Other duties as required:

• Assist with manufacturing and fulfillment activities, including initiating returns processes on behalf of customers and learning about new hardware models and features.

Requirements:

Education:

• Bachelor or College degree in computer science, engineering, or a related field.

Experience:

• Minimum 3 years of experience in a Technical Customer Support/Success/Care role.
• Experience with Hubspot Service Hub, Jira Service Desk, or other IT Service Management software preferred.
• Familiarity with the wound care industry or healthcare sector is a plus.

Communication:

• Natural communicator with excellent written and verbal communication skills.
• Demonstrated ability to clearly communicate technical information to non-technical audiences.

Interpersonal Savvy and Relationship Building:

• Excellent interpersonal skills, able to build positive relationships with team members and customers.
• Develop positive relationships with team members and customers, fostering a collaborative and supportive work environment.
• Empathetic and resourceful, able to ask probing questions to gather necessary information.

Problem Solving, Organization and Solutioning:

• Strong problem-solving and troubleshooting abilities, with a technical background.
• Detail-oriented with a sense of urgency to respond and act promptly.
• Exhibit strong organizational and time-management skills to meet deadlines and prioritize tasks effectively.
• Demonstrate a proactive and self-starter mindset, speaking up and contributing innovative ideas.

Note: This job description serves as a general overview of the responsibilities and requirements for the position. Additional duties may be assigned as needed to meet business objectives.

WHAT WE OFFER

When you come to work at MIMOSA, you’re joining a team that genuinely cares about making a difference. MIMOSA provides its employees with the perfect balance of autonomy and support, and we always welcome feedback.

Beyond providing stimulating and important work, MIMOSA believes that employee output cannot be separated from the quality of the employment experience. MIMOSA strives for equity not only among its customers but also within the company itself. 

We offer:

• A comprehensive benefits program (medical, dental, and vision)
• MIMOSA Days
• Flexible working hours
  

Job Type: Full-time Salary Range: $65,000 to $75,000 per year

Schedule: Monday to Friday

Location: Hybrid at our Toronto office (2-3 days per week)

APPLICATION DETAILS

Please submit your resume and cover letter to apply.  Join us at MIMOSA to shape the future of healthcare technology and improve patient outcomes through exceptional design and technical innovation. We look forward to your application!

MIMOSA is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives. MIMOSA invites applications from all qualified candidates. For applicants with disabilities requiring accommodation at any point in the recruitment process, please contact aodahiring@mimosadiagnostics.com.