Bilingual Nurse Case Manager supporting patients, providers, and medication access for Cencora’s Innomar Strategies pharmaceutical services. Coordinating case management, therapy funding, adherence, and treatment logistics.
About the role
- Client-facing role delivering advanced technical support for Ricoh solutions across Direct and Dealer Business channels. Ensuring stability, performance, and continuous improvement of deployed solutions.
Responsibilities
- Responsible for supporting pre-designed and custom solutions independently, requiring no oversight from team members.
- Act as the technical lead within the support desk, coordinating complex incident resolution and managing escalations involving multiple resources.
- Handle and resolve medium to high complexity support cases independently, while contributing to large-scale incident management as part of a broader team.
- Work collaboratively with implementation teams and project stakeholders to understand solution design, configurations, and customer environments.
- Perform detailed issue and root cause analysis, gathering business process and technical information from key client stakeholders.
- Produce and maintain support documentation, including troubleshooting guides, known error records, root cause analysis reports, and knowledge base articles.
- Apply best practice knowledge to diagnose and resolve issues related to software, integrations, configurations, and system performance.
- Provide support coordination for incidents, managing scope, resolution tasks, and timelines.
- Ensure support activities meet defined service levels, timelines, and quality standards.
- Deliver configuration adjustments, fixes, and optimization efforts for complex customer environments while maintaining a strong customer focus.
- Provide mentorship and guidance to junior support desk team members.
- Build and maintain strong working relationships with customers, partners, and internal teams.
- Conduct user support sessions or knowledge transfers to improve user experience, adoption, and reduce recurring incidents.
- Lead or contribute to post-incident review sessions, documenting lessons learned and identifying opportunities for improvement.
- Provide structured feedback to delivery and support teams to improve solution quality and support readiness.
- Work with Ricoh Corporate support groups and partner vendors in a cooperative effort to resolve product issues and improve solution performance.
- Maintain a high level of professionalism in all customer interactions, enhancing the reputation of Ricoh Canada Inc.
- Act as an escalation point for the product support helpdesk, providing expert-level assistance on complex issues.
- Collaborate cross-functionally to improve product performance and overall solution delivery.
- Contribute to the continuous improvement process, working with Delivery Management, Product Management, Engineering, and Support teams by providing client feedback and recommendations.
- Support pre-sales activities.
- Other duties as assigned by the manager.
Requirements
- Minimum of 5 years of experience in a technical support or solution delivery role supporting client-facing environments in Document and/or Content Management solutions (e.g., DocuWare, Laserfiche)
- Post-secondary education (degree, diploma, or certifications in a technical field)
- Proficient in Microsoft Office products, including Visio
- Working knowledge of:
- HTML / CSS
- Microsoft .NET Framework
- JavaScript
- Microsoft SQL
- IT industry certifications are an asset (e.g., Microsoft, CompTIA CDIA+, or equivalent)
- ITIL or Service Management training is considered an asset
- Strong understanding of:
- Application servers
- Networks
- Operating systems
- Technical architectures
- Virtualization
- Must be fluently bilingual in French and English.
Benefits
- Select the medical, dental, life, and disability insurance coverage that fits your needs.
- Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.
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