Customer Support Specialist – Trainer
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Job Description
Customer Support Specialist providing training and support for Ava Industries' EMR software. Enhancing patient care through client engagement and technical assistance.
Responsibilities:
- Provide exceptional customer support to clients via phone and email
- Troubleshoot software issues and provide effective solutions
- Deliver comprehensive training to new and existing users on Ava, both remotely and occasionally in-person
- Develop and maintain customer-facing resources, including user guides, training manuals, and video tutorials
- Collaborate with the development team to identify and report software bugs and areas for improvement
- Stay up-to-date on the latest features and updates to Ava EMR
- Deliver detailed messaging to our customers on the latest releases, including updating Ava’s website
- Contribute to the ongoing improvement of our Customer Support processes
Requirements:
- Minimum 2 years of experience as an MOA in a medical office or hospital setting
- Experience in hospitality or customer service is considered an asset and will be highly valued.
- Exceptional interpersonal, verbal, and written communication skills with the ability to build rapport with customers
- Ability to problem-solve issues and find solutions effectively
- Proven ability to train individuals in a clear and concise manner
- Highly organized with meticulous attention to detail
- Proficiency in Google Workspace and experience creating documents, spreadsheets, and presentations
- Strong understanding of medical terminology and clinical workflows.
- Proficiency and/or knowledge with EMR software (ie: Wolfe, Accuro, Netcare, ConnectCare, CareConnect [BC], PSSuite, MedAccess)
- Familiarity with relevant legislation, including the Alberta Health Information Act, PIPEDA, and FOIP
- Self-motivated with a strong work ethic and a passion for continuous learning.
Benefits:
- Make a real difference in the healthcare industry
- Be part of a dynamic and supportive team, with a strong emphasis on culture
- Enjoy a flexible, remote work environment that prioritizes work-life balance
- Competitive salary and benefits package
- Opportunities for professional growth and development
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