Tier 1 Technical Support Analyst

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

📋 Description

• Deliver front-line support to healthcare professionals utilizing the OSCAR Pro EMR platform.

• Offer assistance via phone and ticketing systems to healthcare providers and clinics.

• Guide users through product functionalities and resolve technical issues.

• Ensure prompt resolution of customer inquiries.

• Develop and maintain clear, accurate, and user-friendly documentation for customers and internal teams.

• Collaborate with internal teams on projects related to support processes.

• Elevate issues when necessary.

• Share insights to help prevent recurring challenges.

• Identify opportunities to enhance 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 proficiency and comfort with software applications.

• Capability to troubleshoot issues independently and research solutions.

• Strong analytical and resourceful problem-solving skills.

• Ability to effectively isolate, define, and resolve technical challenges.

• Skill in balancing accuracy with timely execution.

• Adaptability and dedication to continuous learning.

• Excellent written and verbal communication abilities.

• Keen attention to detail in documentation processes.

• Understanding of healthcare technology compliance and privacy regulations.

• Open to candidates from all provinces in Canada, excluding Quebec due to local employment regulations.

• Legally eligible to work in Canada on a continual basis.

• Availability to work from 8:00 AM to 5:00 PM PST or 11:00 AM to 8:00 PM EST.

🏝️ Benefits

• Remote-first work culture.

• Opportunities for advancement within OSCAR Pro or across the larger WELL Health Technologies Group.

• Clear pathways for progression to Tier 2 and Tier 3 support or other teams, such as onboarding, training, and implementation.

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

• A respectful, inclusive, and accessible workplace.

• Chance to make a significant impact on healthcare and patient outcomes.

• Exposure to healthcare systems, electronic medical records, and billing processes like OHIP and BCP.

• Virtual interview process.