Support & Site Operations Representative, Ratemds

WHO WE ARE

With well over 1,000 websites attracting approximately 100 million monthly UV’s, Toronto-based VerticalScope (TSE: FORA) is one of the largest and fastest-growing digital community technology platforms in North America. Our unique combination of wholly owned community (forum) websites and commerce-driven content sites offers shoppers critical information that they can’t get from other sources, attracting a unique audience and blue-chip advertisers seeking to reach them. Our platform reaches audiences in several high-value verticals including automotive, outdoors, powersports, pets, home, consumer technology, and health & wellness, to name a few.

From a technology perspective, VerticalScope is the single largest vertically-focused digital community platform in Canada. Our presence accounts for the second-largest deployment on Google Cloud. As an employee, you will receive a competitive salary and a full range of benefits, take advantage of learning programs, and contribute to an international team whose passion is innovation, driven by a collaborative merit-based culture.

The Role

Millions of North Americans use our portfolio company, RateMDs.com every month to research and connect with their next healthcare provider. The RateMDs team is looking for an amazing Support & Site Operations Representative to join its growing team! Reporting to the Manager, Support & Site Operations this role will play a critical role in enforcing and shaping site policies.

The Support & Site Operations Representative is responsible for the accuracy of information being displayed to RateMDs users. In this role, you would be responsible for vetting information updates from thousands of healthcare providers across North America and ensuring rating submissions meet our guidelines. You would also have the opportunity to contribute to building and executing new site policies, guidelines and processes to make RateMDs a trusted platform for healthcare research and authentic patient perspectives.

Key Responsibilities:

• Answer emails/tickets professionally
• Troubleshoot and escalate site issues
• Clearly and consistently enforce RateMDs’ review standards
• Respond promptly to users’ inquiries by email or phone
• Contribute to review and support guidelines for patients, providers, and internal usage
• Assist with quality assurance and testing of new products and features
• Review flagged ratings, doctor verification requests, doctor profile updates and other related information
• Research required information using available resources

Qualifications:

• Working knowledge of Helpdesk software like Zendesk, Freshdesk, LiveAgent, etc.
• Experience in a medical office or clinic environment is an asset
• Customer service orientation
• Post-secondary degree, diploma or equivalent
• Strong interpersonal skills, tact and discretion
• Strong attention to detail and accuracy
• A capacity for working well under pressure, meeting set objectives and capability to generate responsible solutions to day-to-day problems
• Written or spoken proficiency in French is an asset
• Interest in digital media and SEO is an asset
• Start-up experience is an asset
• Knowledge of customer service principles and practices
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to learn quickly and work with minimal supervision

EEO

Our company values diversity of thought and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We believe that a diverse team can bring different perspectives and approaches, and whose experiences reflect the full set of clients we seek to serve. As such, VerticalScope is committed to a diverse representation among our employees.

For consideration, please submit your resume and a cover letter with relevant experience.

If you require disability-related accommodation during the application, recruitment, and interview process, please let us know and we will work with you to make all possible adjustments to suit your needs.