Technical Support Specialist – 1 year contract

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

📋 Description

• Address incoming technical support inquiries from clients via telephone, email, self-service, and web, ensuring prompt resolution of issues.

• Assess documents, workflows, and plans for support in collaboration with customers and vendors.

• Update and manage documentation within an organized knowledge base.

• Oversee the monitoring and tracking of issues and their resolutions using our centralized ITSM support tool.

• Implement configuration changes in client platform instances.

• Diagnose and resolve issues related to interface and information exchanges.

• Provide regular status updates and reports regarding the current state of issues.

• Timely manage and respond to all IT alerts.

• Capable of monitoring and diagnosing application and infrastructure programs.

• Conduct timely technical and management escalations for unresolved issues and service requests.

• Participate in IT-related projects and roll-outs.

• Work shifts (24/7) and be available for rotating off-hours and on-call responsibilities.

• Ensure KPI targets are achieved each month.

• Utilize PD days to learn new skills and apply that knowledge in the workplace.

⛳️ Requirements

• 1 to 3+ years of experience in a Technical Support environment.

• A post-secondary degree in Computer Science or a related discipline.

• Strong troubleshooting abilities with a knack for investigating issues across application infrastructure and integration layers.

• Exceptional written and verbal communication skills.

• Familiarity with ITIL-aligned incident, problem, and change management practices (ITIL Foundation certification is a plus).

• Experience with ITSM tools (e.g., TOPdesk, ServiceNow, Freshdesk) and associated processes.

• Proficiency in Basis SQL querying and data troubleshooting.

• Experience with APIs and integrations (REST/JSON).

• Knowledge of authentication and identity systems (e.g., ADFS, SSO, OAuth).

• Experience in cloud-hosted environments (e.g., Google Cloud).

🏝️ Benefits

• Fully remote work environment.

• Opportunities for growth with leaders who foster development through mentorship.

• Work that is meaningful and directly impacts patient care.

• A collaborative, creative, dynamic, and flexible work environment.