Customer Support & Client Care Specialist… at Vielight Inc. · Toronto

Company Overview
Vielight Inc. is dedicated to advancing neurotechnology solutions that improve quality of life. Our innovative approach combines cutting-edge research with user-centric design to deliver impactful health and wellness products.

Overview
We are seeking a dynamic and energetic Customer Support & Client Care Specialist (Neurotech) to join our team. In this role, you will be the frontline ambassador for our clients, providing exceptional technical support and ensuring a seamless experience with our neurotechnology devices and services. Your enthusiasm and technical expertise will help foster strong relationships and drive customer satisfaction.

Responsibilities

• Deliver expert technical support to clients via phone, email, and chat, troubleshooting issues related to hardware, software, and network connectivity
• Assist clients with setup, configuration, and usage of neurotech devices
• Resolve customer concerns, order discrepancies, or device inquiries with patience, empathy, and sound judgment
• Represent Vielight with professionalism, maintaining positive client relationships and reinforcing brand trust
• Adhere to company communication protocols and customer privacy standards at all times
• Maintain comprehensive knowledge of our products and services to provide clear communication and effective solutions to customers

Order Processing & Technical Administration

• Manage end-to-end administration for daily order entry, invoicing, and fulfillment tracking.
• Coordinate warranty, return, replacement, and repair (RMA) workflows in coordination with the logistics and technical teams.
• Accurately document all customer touchpoints, support tickets, and account updates within internal systems.
• Maintain an up-to-date working knowledge of Vielight’s product line, accessories, and published research highlights.

Qualifications & Requirements

Required:

• Experience: 2+ years of customer service, front-desk, or administrative experience in a professional office setting.
• Communication: Exceptional verbal and written English communication skills, with strong proofreading ability and telephone etiquette.
• Technical Literacy: Proficiency with Microsoft 365 (Sharepoint, Excel, Word) and comfortable learning internal order management/CRM platforms.
• Work Ethic: Strong organizational skills, keen attention to detail, and the ability to work independently while collaborating closely with a multidisciplinary team.

Assets & Preferences:

• Prior experience in a medical device, clinical, wellness, or healthcare administrative environment.
• Post-secondary education (Bachelor’s degree or relevant diploma preferred).
• Bilingual proficiency in English and French is a strong asset.

Compensation & Work Environment

• Schedule: Full-time, Monday to Friday (Standard business hours)
• Location: Hybrid work-from-home and on-site at our Toronto office
• Compensation: Competitive base salary + performance bonus potential
• Benefits: Paid time off (vacation and personal days)

Join us in shaping the future of neurotechnology by providing outstanding client care! Your technical expertise combined with your passion for helping others will make a meaningful difference in our customers’ lives.

Pay: From $50,000.00 per year

Benefits:

• Casual dress
• Dental care
• Vision care
• Work from home

Work Location: Hybrid remote in Toronto, ON M4Y 2G8