Technical Support Analyst providing Tier 2 support for Achievers’ employee recognition and rewards platform. Troubleshooting integrations, migrations, upgrades, and client technical issues from Toronto.
About the role
- Tier 1 technical support analyst assisting Canadian healthcare providers with OSCAR Pro EMR software. Troubleshooting user issues, documenting solutions, and improving clinic support workflows.
Responsibilities
- Provide front-line assistance to healthcare professionals using the OSCAR Pro EMR platform
- Provide phone and ticket-based support to healthcare providers and clinics
- Guide users through product features and troubleshoot technical issues
- Ensure timely resolution of customer issues
- Create and maintain clear, accurate, user-friendly guides for customers and internal teams
- Collaborate with internal teams on support-process projects
- Escalate issues when required
- Share insights to prevent recurring problems
- Identify opportunities to improve workflows, reduce customer friction, and enhance the support experience
- Report to the Team Lead
Requirements
- Customer service, call centre, or technical support experience
- Technical aptitude and comfort working with software
- Ability to troubleshoot issues independently and research solutions
- Analytical and resourceful problem-solving ability
- Ability to isolate, define, and resolve technical issues efficiently
- Ability to balance accuracy with timely delivery
- Adaptability and commitment to continuous learning
- Strong written and verbal communication skills
- Meticulous attention to detail in documentation
- Respect for healthcare technology compliance and privacy standards
- Open to candidates across Canada except Quebec due to provincial employment requirements
- Legally eligible to work in Canada on an ongoing basis
- Ability to work 8:00 AM–5:00 PM PST or 11:00 AM–8:00 PM EST
Benefits
- Remote-first work environment
- Opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group
- Clear progression path to Tier 2 and Tier 3 support or other teams such as onboarding, training, and implementation
- Supportive culture balancing professional success with personal well-being
- Respectful, inclusive, and accessible workplace
- Opportunity to make a meaningful impact on healthcare and patient outcomes
- Exposure to healthcare systems, electronic medical records, and billing processes such as OHIP and BCP
- Virtual interview process
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Degree requirement
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