[Hiring] Tier 1 Technical Support Analyst @Wellstar

Role Description

Reporting to the Team Lead, we are seeking a Tier 1 Technical Support Analyst who is motivated by the opportunity to make a meaningful contribution to healthcare technology. You will provide front-line assistance to healthcare professionals, helping them resolve technical issues, improve their workflows, and fully leverage our software to deliver better patient care. You will also collaborate with internal teams to strengthen support processes, enhance documentation, and contribute to the overall reliability and effectiveness of our platform.

This is an existing, 1 year contract remote opportunity open to candidates across Canada, with the exception of Quebec due to provincial employment requirements. Shift hours are 8:00 AM to 5:00 PM Eastern Standard Time.

Qualifications

• The customer focus: Motivated to support healthcare professionals with professionalism and empathy.
• The technical experience: Customer service, call centre, or technical support experience; comfortable with software.
• The problem-solving skills: Analytical and resourceful, able to efficiently resolve technical issues.
• The growth mindset: Adaptable and eager to expand technical skills in dynamic environments.
• The professionalism: Strong written and verbal communication skills; attention to detail in documentation.

Requirements

• Support healthcare professionals in applying the software effectively.
• Provide phone and ticket-based support to healthcare providers and clinics using the EMR system.
• Create and maintain clear, accurate, and user-friendly guides for customers and internal teams.
• Partner with internal teams on projects, escalate issues, and share insights to prevent recurring problems.
• Identify opportunities to improve workflows and enhance the overall support experience.

Benefits

• Impact: Directly influence how healthcare professionals deliver patient care.
• Technical challenges and exposure: Gain valuable exposure to healthcare systems and build technical expertise.
• Career growth: Clear progression path to Tier 2 and Tier 3 support or other teams.