Customer Support Agent

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

The Customer Support Agent provides first-level support to all users of MyCareCompass service, by delivering a positive customer service experience. This position works closely with other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner while ensuring compliance with corporate policies and procedures.

The Customer Support Agent will strive to provide customers with a memorable experience with the highest level of responsiveness and service delivery. They will also ensure that LifeLabs Vision and Values are always demonstrated.

Status: Casual
Schedule: 0-37.5 hours per week

Your responsibilities will include:

• Providing Level One technical support for the patient portal, assisting customers via phone or email and escalating to higher-level support when necessary.
• Maintaining a professional attitude, building positive rapport with customers, and ensuring a high level of customer satisfaction.
• Communicating effectively, providing accurate, complete, and valid information using appropriate tools and methods.
• Keeping clear, concise records of all customer interactions and documents issues such as bugs or unexpected behaviors for IT resolution.
• Providing after-hours support on a rotating schedule, mainly for password resets.
• Staying updated on product knowledge, company policies, and provides training to team members when necessary.
• Maintaining familiarity with various devices and operating systems to identify device-specific issues and determine solutions based on customer needs and skill level.
• Soliciting and interpreting customer feedback to accurately identify issues and tailor resolutions based on the customer’s knowledge and device setup.
• Exercising autonomy in addressing and resolving customer issues while using critical thinking and problem analysis skills.
• Developing and maintaining proficiency in essential support tools (e.g., Service Now, Cisco platforms, Microsoft Office tools) to efficiently support operations.

What you bring to the role:

• High school diploma required; post-secondary education and one year of customer-facing experience (especially in customer service or healthcare) are beneficial.
• Strong verbal and written communication skills, with bilingual abilities such as French as an asset.
• Strong customer service skills with an emphasis on engagement and satisfaction.
• Quick-thinking problem solver who adapts well to changing tasks and schedules.
• Proficient in Microsoft Office Suite and familiar with a variety of devices (Apple, Android, Windows, Linux).
• Committed to high standards of patient privacy and confidentiality, with a proactive and accountable approach.

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected].

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!