Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Technical Support Specialist providing remote technical assistance to clients. Resolving technical issues and supporting healthcare technology for improved patient care.
Responsibilities
- Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner
- Review documents, workflow and plans for support with customers/vendors
- Update and maintain documents within a structured knowledge base
- Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool
- Conduct configuration changes in client platform instances
- Troubleshoot and resolve issues in regards to interface and information exchanges
- Provide status updates and reports on current state of issues
- Manage and action all the IT alerts on time
- Able to monitor and diagnose application and infrastructure programs
- Perform timely technical and management escalations for outstanding issues and service requests
- Able to work on IT related projects and roll-outs
- Work shifts (24/7) and be available for rotating off-hours and on-call duties
- Ensure the KPI targets are met on every month
- Learn something new using PD days and apply the knowledge at work.
Requirements
- 1 to 3+ years experience in Technical Support environment
- Post secondary degree in Computer Science or a related field
- Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers
- Excellent written and verbal communication skills
- Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset)
- Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes
- Experience with Basis SQL querying and data troubleshooting
- Experience with APIs and integrations (REST/JSON)
- Familiarity with Authentication and identify systems (e.g. ADFS, SSO, OAuth)
- Experience with Cloud hosted environments (e.g. Google Cloud)
Benefits
- Fully remote work environment
- Growth opportunities with leaders who support development through mentorship
- Meaningful work that directly impacts patient care
- Collaborative, creative, dynamic and flexible work environment
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