Technical Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level support to healthcare professionals utilizing the EMR system.

• Offer phone and ticket-based assistance to healthcare providers and clinics.

• Assist users in navigating product features and resolving technical difficulties.

• Ensure prompt resolution of client issues.

• Aid healthcare professionals in effectively utilizing the software in their daily tasks.

• Develop and maintain clear, precise, and user-friendly guides for both customers and internal teams.

• Collaborate with internal teams to enhance support process improvement initiatives.

• Elevate issues as necessary.

• Provide insights to avert recurring challenges.

• Identify opportunities to optimize workflows, minimize customer friction, and improve the support experience.

• Report directly to the Team Lead.

⛳️ Requirements

• Experience in customer service, call centers, or technical support.

• Technical aptitude and comfort in working with software applications.

• Capability to troubleshoot issues independently and research solutions.

• Strong analytical and resourceful problem-solving abilities.

• Proficiency in isolating, defining, and efficiently resolving technical issues.

• Excellent written and verbal communication skills.

• Exceptional attention to detail in documentation.

• Respect for compliance and privacy standards within healthcare technology.

• Commitment to ongoing learning and adapting to changing customer needs.

• Legally authorized to work in Canada on a continuous basis.

• Available for shifts from 8:00 AM to 5:00 PM Eastern Standard Time.

• Candidates are encouraged to apply if they meet at least 70% of the qualifications.

🏝️ Benefits

• Technical exposure to healthcare systems, electronic medical records, and billing processes such as OHIP and BCP.

• Opportunities for career advancement to Tier 2 and Tier 3 support or other teams, including onboarding, training, and implementation.

• Remote-first work culture.

• Growth opportunities within OSCAR Pro or throughout the larger WELL Health Technologies Group.

• Supportive environment that balances professional success with personal well-being.

• A diverse, inclusive, and accessible workplace.

• A workplace that prioritizes the well-being of team members and the community.

• Recorded virtual interviews conducted via BrightHire, an AI-driven video interview tool.