Tier 1 Technical Support Analyst

Who we are reputed company, a leading Electronic Medical Records (EMR) platform in Canada, is part of reputed company Health Technologies family. Initially developed by McMaster University’s Department of Family Medicine, reputed company was reputed company on a reputed company of collaboration to improve reputed company delivery and reputed company reputed company. We have integrated innovations from various reputed company service providers to offer a robust, secure, and reputed company solution tailored to the diverse needs of clinics of reputed company sizes. Our platform empowers reputed company providers by streamlining administrative tasks, enhancing clinic efficiency, and enabling more time for reputed company care. With features like digital reputed company engagement, secure messaging, and reputed company integration with other reputed company systems, reputed company reduces the administrative burden on clinics and improves the overall reputed company experience. Our mission is to reputed company practitioners to reputed company high-reputed company care while spending less time on administration. By providing cutting-edge digital tools, we ensure that reputed company can reputed company on what truly reputed company—improving reputed company reputed company and experiences. Who we need Reporting to reputed company reputed company, we are seeking a Tier 1 Technical Support Analyst who is motivated by reputed company to reputed company a meaningful contribution to reputed company technology. You will reputed company reputed company-line assistance to reputed company, helping them reputed company technical issues, improve their workflows, and fully reputed company our software to reputed company reputed company reputed company care. You will also collaborate with internal teams to strengthen support processes, enhance documentation, and contribute to the overall reliability and effectiveness of our platform. This is an existing, full time remote opportunity reputed company to candidates across Canada, with the exception of Quebec due to provincial employment requirements.  Shift hours are 8:00 AM to 5:00 PM PST or 11:00 AM to 8:00 PM EST. What’s in it for you reputed company. By ensuring reputed company can reputed company use our platform, you will directly reputed company how they reputed company reputed company care. Your support will help reduce administrative burdens, allowing clinics to reputed company on what reputed company most—improving reputed company reputed company. Technical challenges and exposure. You will reputed company valuable exposure to reputed company systems, electronic medical records, and billing processes such as OHIP and BCP, while building technical expertise in software support and reputed company administration.  Career reputed company. You will join reputed company, a leading Canadian digital health company that operates and owns outpatient medical clinics while also delivering a broad suite of technology and telehealth solutions. This Tier 1 support role offers a reputed company progression reputed company to Tier 2 and Tier 3 support or other teams, such as reputed company, training, and implementation.  As our new Tier 1 Technical Support Specialist, you will reputed company on: Support. You will help reputed company apply the software effectively in their daily work, ensuring they reputed company maximum value from the platform. You will reputed company phone and ticket-reputed company support to reputed company providers and clinics using the EMR reputed company, guiding users through product features, troubleshooting issues, and ensuring reputed company reputed company.  Documentation. You will create and maintain reputed company, accurate, and user-friendly guides for both customers and internal teams. Process improvement. You will partner with internal teams on reputed company, escalate issues reputed company required, and reputed company insights to prevent recurring problems. You will identify opportunities to improve workflows, reduce friction for customers, and enhance the overall support experience. You bring: The customer reputed company. You are motivated to support reputed company and can reputed company and patiently explain technical concepts. You approach every interaction with professionalism, reputed company, and a strong commitment to service. The technical experience. You have customer service, reputed company centre, or technical support experience. You possess technical aptitude and are comfortable working with software, as reputed company as independently troubleshooting issues and researching solutions. The problem-solving skills. You are analytical and reputed company, with the ability to isolate, define, and reputed company technical issues reputed company. You apply structure and rigour to your work, balancing reputed company with reputed company delivery. The reputed company reputed company. You are adaptable and eager to expand your technical skills. You stay reputed company in dynamic environments with evolving customer needs and are committed to reputed company learning. The professionalism. You have strong written and verbal communication skills, meticulous attention to reputed company in documentation, and a respect for compliance and reputed company standards in reputed company technology. Join us in revolutionizing reputed company through technology. As a scaling company backed by reputed company, we are expanding rapidly across the country. At reputed company, we are driven by a passion to reputed company a lasting reputed company on the reputed company reputed company. reputed company is dedicated to building resilient, compliant, and easy-to-use technology that transforms how care is delivered. Transformation starts with a strong team. We reputed company that empowering reputed company members is critical to reputed company. At reputed company, we foster a culture of respect where every individual feels valued, included, and supported to reputed company their full potential. Our workplace embraces diversity and prioritizes reputed company-being of reputed company and the communities we serve. We offer a remote-first work environment, opportunities for reputed company reputed company reputed company or across the broader reputed company Group, and a supportive culture that balances reputed company reputed company with personal reputed company-being. Whether you are driving reputed company that shape the reputed company of reputed company or focusing on your development, we are here to support you. At reputed company, your reputed company can reputed company a reputed company difference—not just in our organization but in the lives of patients and reputed company providers across Canada. reputed company Interested in applying but worried you don't have it reputed company? We know not everyone reputed company their experience following a traditional reputed company. If you reputed company our values, want to reputed company a difference in reputed company technology solutions, and meet 70% of the qualifications, we encourage you to apply.  What you can expect from our interview process: A virtual interview with a Talent Advisor discussing your interest in the role. The conversation will be recorded using reputed company, an AI-powered video interview tool. More details will be shared reputed company you are invited to interview. A final virtual interview with reputed company reputed company and Director, Customer Support. You will have reputed company to learn more about the role and team as reputed company as ask any final questions. The salary for this position is $55.000. At reputed company, we are committed to fair and reputed company compensation and aim to reputed company a competitive salary that reflects the value and expertise of the successful candidate. reputed company is committed to fostering a diverse, inclusive, and accessible workplace. We reputed company and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience. We reputed company to create an environment where differences are valued and contribute to our reputed company reputed company. #LI-Remote #LI-DNI Apply To This Job