Job Description

About Vielight

Vielight Inc. is a leader in photobiomodulation technology, dedicated to advancing health and wellness through innovative light therapy devices. With recent medical device approvals in Canada and the US, and pending approvals in Europe and Australia, we are expanding our reach and impact globally.

Job Summary:

We are seeking a detail-oriented and experienced

Product Support Associate

who has a solid foundation in science and possess excellent communication skills to effectively support clients in understanding our products and services. It will require excellent problem-solving skills and proficiency to effectively communicate various technical support and troubleshooting techniques. Additional responsibilities will also include providing product information, performing administrative tasks, and ensuring clients receive exceptional service and guidance with maximum customer satisfaction.

Key Responsibilities:

Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Offer Zoom video meetings when a visual demonstration would be beneficial. Host Vielight user groups sessions. Identify and assess customers' needs and provide product recommendations when requested. Troubleshoot and resolve customer issues, escalating complex cases to technical or scientific teams when necessary. Maintain comprehensive and up-to-date knowledge of all company products, industry trends, and scientific advancements. Effectively communicate the benefits and features of Vielight Inc.'s products, addressing any questions or concerns the customer may have. Conduct general admin duties, including processing daily orders, as well as returns, replacement and repair requests. Ability to work effectively both independently or in collaboration with theteam. Ensure all communication follows Vielight's communication policies and procedures. Represent Vielight Inc. with professionalism and enthusiasm, fostering positive client relationships and promoting brand loyalty.

Job Requirements

Completed bachelor's degree in science (focus in Neuroscience, Medical Science or Biology preferred) Minimum 2 years proven customer support experience as a client service representative. Strong communication over the phone, and able to actively listen to the customer's needs is a requirement. Ability to explain complex technical concepts in a simple, customer-friendly manner. Strong problem-solving abilities with a technical mindset. Passion for dealing with people in the health and wellness industry an asset. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) Ability to maintain accurate records of sales activities and customer interactions in a CRM system. Ability to multi-task, prioritize, think critically, and manage time effectively. Ability to remain calm and effectively problem solve in high pressure situations. Excellent organizational and communication skills.

Additional Beneficial Qualifications

Experience with medical devices or in the neurotechnology industry. Familiarity with light therapy or photobiomodulation.

Equal Opportunity Employer:

Vielight Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation

Attractive competitive salary commensurate with experience.
Health Care benefits offered after probationary period.

Application Process

Please apply directly on Indeed. Qualified candidates will be chosen for an interview.

Job Type: Full-time

Pay: $44,000.00-$45,000.00 per year

Benefits:

Dental care Discounted or free food Extended health care Store discount Wellness program Work from home
Work Location: Hybrid remote in Toronto, ON M4Y 2G8