Customer Support Agent - Inbound- Regular- BC Non Union

Customer Support Agent - Inbound
- Full-time Regular- BC Non Union

3680 Gilmore Wy, Burnaby, BC V5G 4M1, Canada

Posted Monday, January 12, 2026 at 5:00 AM | Expires Thursday, January 22, 2026 at 4:59 AM

For over 50 years, Life Labs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada’s first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through Life Labs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At Life Labs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, Life Labs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve.

We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Please note this is a fully remote role; availability must be Monday through Friday to work any hours between 8:00 AM and 8:00 PM ET.

The Customer Support Agent provides first-level support to all users of My Care Compass  service, by delivering a positive customer service experience. This position works closely with other cross functional departments by triaging incidents to ensure all user inquiries are handled promptly in a courteous and professional manner while ensuring compliance with corporate policies and procedures.

The Customer Support Agent will strive to provide customers with a memorable experience with the highest level of responsiveness and service delivery. They will also ensure that Life Labs Vision and Values are always demonstrated.

Status:
Full time Permanent

Schedule:
Monday through Friday between 8:00 AM EST- 8:00 PM EST

Additional requirements
: N/A

This vacancy is for an existing position.

Your responsibilities will include:

• Providing Level One technical support for the patient portal, assisting customers via phone or email and escalating to higher-level support when necessary.
• Maintaining a professional attitude, building positive rapport with customers, and ensuring a high level of customer satisfaction.
• Communicating effectively, providing accurate, complete, and valid information using appropriate tools and methods.
• Keeping clear, concise records of all customer interactions and documents issues such as bugs or unexpected behaviors for IT resolution.
• Providing after-hours support on a rotating schedule, mainly for password resets.
• Staying updated on product knowledge, company policies, and provides training to team members when necessary.
• Maintaining familiarity with various devices and operating systems to identify device-specific issues and determine solutions based on customer needs and skill level.
• Soliciting and interpreting customer feedback to accurately identify issues and tailor resolutions based on the customer’s knowledge and device setup.
• Exercising autonomy in addressing and resolving customer issues while using critical thinking and problem analysis skills.
• Developing and maintaining proficiency in essential support tools (e.g., Service Now,…