Technical Support Analyst
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Job Description
Tier 1 Technical Support Analyst supporting healthcare providers using OSCAR Pro’s Canadian electronic medical records platform. Troubleshooting issues, documenting solutions, and improving customer support workflows.
Responsibilities:
- Provide front-line assistance to healthcare professionals using the EMR system
- 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
- Help healthcare professionals apply the software effectively in their daily work
- Create and maintain clear, accurate, and user-friendly guides for customers and internal teams
- Collaborate with internal teams on support process improvement 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 independently troubleshoot issues and research solutions
- Analytical and resourceful problem-solving skills
- Ability to isolate, define, and resolve technical issues efficiently
- Strong written and verbal communication skills
- Meticulous attention to detail in documentation
- Respect for compliance and privacy standards in healthcare technology
- Commitment to continuous learning and adapting to evolving customer needs
- Legally eligible to work in Canada on an ongoing basis
- Available for shift hours from 8:00 AM to 5:00 PM Eastern Standard Time
- Applicants are encouraged to apply if they meet 70% of the qualifications
Benefits:
- Technical exposure to healthcare systems, electronic medical records, and billing processes such as OHIP and BCP
- Career progression path to Tier 2 and Tier 3 support or other teams such as onboarding, training, and implementation
- Remote-first work environment
- Opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group
- Supportive culture balancing professional success with personal well-being
- Diverse, inclusive, and accessible workplace
- Workplace that prioritizes team member and community well-being
- Recorded virtual interview using BrightHire, an AI-powered video interview tool
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