EMHware - Implementation Specialist (Remote, Ontario)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for an Implementation Specialist to focus on our EMHware brand. EMHware is a Canadian-based solution of EverCommerce that provides web-based Agency Management Software for mental health, addictions and social service agencies across Canada. With over 190 agencies and thousands of users across the country, we believe in treating agencies that use EMHware as partners in the improvement of mental health, addictions and social services within their communities. This approach has led to our exponential growth, success, and desire to make a difference in the lives of our customers and clients accessing their services.

You must demonstrate the ability to deal with customer communications (via email and phone) and have a track record of providing excellent customer service in the face of difficult situations. You are excited to learn and possess an ongoing commitment to education both through company provided training and self-teaching.

Responsibilities:

• Provide Customer support for our platform by being a Subject Matter Expert (SME) on EMHware 

• Manage customer support requests through our phone, email and ticket systems 

• Provide training and support to our end users 

• Document customer interaction using the EMHware’s customer support ticket application 

• Participate in application testing and quality assurance 

• A desire to learn and work as part of a team focused on delivering a software solution that strives to exceed the expectations of its customers 

• Perform other duties as needed 

Skills and Experience needed for success in this role:

• Post-Secondary education or demonstrated proficiency in the above

• Ability to build consensus and relationships among managers, partners, and employees

• Excellent interpersonal, customer support and communication skills

• Ability to work well in high-pressure situations and take the lead if necessary

• Comfortable in a fast-paced environment and capable of meeting short-deadline projects daily

• Excellent attention to detail and willingness to pitch in to any initiative when necessary

• Confidence navigating Microsoft Office Suite, and help desk support software

• Bilingual in French and English Required

Where: Remote, Ontario
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in Ontario, Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Robust wellness benefits, including an annual wellness stipend 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

• Registered Retirement Savings Plan (RRSP) with 4% company match  

• Continued investment in your professional development

Compensation: The target base compensation for this position is $28 - $31/hr. CAD. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.