Online Community Support Representative

Online Community Support Representative 
To provide frontline support services for both clients and audience members of RateMDs. 
  
Responsibilities:
  • Review flagged ratings, doctor verification requests, doctor profile updates and other related information 
  • Clearly and consistently enforce RateMDs’ review standards 
  • Respond promptly to users’ inquiries by email or phone 
  • Triage requests and unresolved issues to the designated internal stakeholder group 
  • Lead onboarding sessions for new clients 
  • Troubleshoot and report site issues 
  • Answer emails/tickets professionally 
  • Research required information using available resources 
  • Identify and escalate priority issues 
  • Manage and monitor the forum for spam and user compliance 
  • Assist with quality assurance and testing of new products and features 
  • Contact and solicit feedback from churned organic clients 
  • Generate and update patient, provider and internal facing usage, review and support guidelines 
  • Generate and refine usage guidelines for forum users and staff 
  • Take part in onboarding of new RateMDs support staff 
  • Guide users through navigating and using the site 
  
 Qualifications:
  • Post-secondary degree, diploma or equivalent 
  • Strong interpersonal skills, tact and discretion 
  • Customer service orientation 
  • Ability to communicate clearly and concisely, both orally and in writing 
  • A capacity for working well under pressure, meeting set objectives and capability to generate responsible solutions to day-to-day problems 
  • Knowledge of customer service principles and practices 
  • Knowledge of relevant computer applications, such as word, excel, vBulletin, internet explorer / firefox / chrome 
  • High attention to detail and accuracy 
  • Strong ability to prioritize and pivot as necessary 
  • Ability to recognize and adapt to changing conditions, including re-definition of role as needed 
  • Start-up experience, a plus 
  • Experience in a health practice or clinic environment is an asset 
  • Interest in IT, including internet media is an asset 
  • Ability to learn quickly and work with minimal supervision 
  • Understanding of forum communities an asset

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