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Associate, Customer Support
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Location110-8678 Greenall Ave V5J 3M6, Burnaby, BC, CAOpen
eHealth role summary
Role is technical support for Plexia, a cloud-based Electronic Medical Record (EMR); duties include troubleshooting EMR software, configuring uploaders, advising on electronic clinical environments, and contributing to software evolution and documentation.
About this role
As an Technical Support Analyst, you will support users of our Plexia software. Your contribution to the customer support team will have a direct and significant impact on the satisfaction of our customers. Reporting to the Technical Support Team Leader, you will join a multidisciplinary team whose mandate is to help our clients when they encounter technical problems.
In addition, as part of our support team, you will learn the intricacies of Plexia and be equipped to grow within the company in any direction you choose. Whether your interest is in customer success, sales, product management, R&D or something else, many MEDFARians have grown up starting here and we want you to be the next!
Main Responsibilities
- Respond to technical calls and emails from software users.
- Define, analyze and solve technical problems related to the software.
- Troubleshoot hardware issues: fax machines, scanners and printers.
- Configure and troubleshoot uploaders.
- Support users in the use of software modules.
- Advise and guide users in the operation and configuration of their electronic environment.
- Participate in the development of technical documents to enrich the knowledge bank.
- Document incident tickets and interventions in our tracking software.
- Contribute to the functional evolution of the software.
- Expertise and experience will be acquired and learned regarding technical Customer Support, EMR and medical clinic workflows.
- Any other related tasks and daily office routines.
Qualifications
Contribute to our team with your strengths:
- Perfect English, both verbally and in writing;
- Experience in client-facing roles, in support, call center, sales or similar roles.
- Technology savvy, with the ability to learn and effectively use new technological tools;
- Knowledge of the medical system in BC;
- Willingness to work full-time;
- Willing to prove themselves by being resourceful and finding solutions even when there is no clear path;
- Be committed to continuous growth and learning;
- Reside and have legal authorization to work in Canada.
Working Conditions
- Contract: Permanent, full-time (40 hours/week)
- Work mode: Hybrid (within the province of British Columbia only)
- in-office presence will be required at least once a month for monthly team meetings
- Candidates must reside in the province of British Columbia.
Work Schedule:
This is a full-time position of 40 hours per week, from Monday through Friday. You will be assigned a specific schedule, candidates must:
- Be available Monday through Friday, between 7:00 a.m. and 6:00 p.m.
Additional Information
- Remote work and flexibility (supporting work-life balance)
- RRSP contribution
- Healthcare insurance from day one
- Paid time off: 3 weeks + 1 additional week between Christmas and New Year
- An onboarding program to help you get familiar with our environment and the digital healthcare field
- All IT equipment is provided, with additional gear if needed
- Internal growth opportunities (promotions, internal mobility)
- Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
- A company culture focused on transparency, collaboration, and innovation
- Salary: $50,000/year
Join a dynamic and innovative environment where your work has a real and wide-reaching impact, helping to modernize healthcare in Canada and internationally.