Associate, Customer Support - MEDFAR Clinical Solutions, Burnaby

AI Summary

MEDFAR Clinical Solutions is seeking a full-time Technical Support Analyst in Burnaby, British Columbia. This role provides technical support to users of their Plexia software, troubleshooting issues and enhancing customer satisfaction. Key requirements include perfect English, client-facing experience, and a strong technical aptitude, with a commitment to continuous learning. Candidates must reside within British Columbia and be available for a 40-hour work week.

About the Opportunity at MEDFAR Clinical Solutions

As a Technical Support Analyst with MEDFAR Clinical Solutions, you will play a crucial role in ensuring the seamless operation of the Plexia software for healthcare professionals across Canada. This permanent, full-time position offers a unique opportunity to join a dynamic and innovative environment, directly impacting customer satisfaction through expert technical support. Reporting to the Technical Support Team Leader, you will become an integral part of a multidisciplinary team dedicated to resolving technical problems for clients. The company fosters an environment of continuous growth, with many MEDFARians having advanced their careers starting in this support role, moving into areas such as customer success, sales, product management, or research and development. This role is ideal for individuals eager to learn the intricacies of a leading electronic medical record (EMR) software and contribute to modernizing healthcare in Canada.

Key Responsibilities and Contributions

In this pivotal support role, your primary responsibilities will involve responding to technical calls and emails from software users, expertly defining, analyzing, and solving technical problems related to the Plexia software. You will also troubleshoot hardware issues, including fax machines, scanners, and printers, and configure and troubleshoot uploaders. A significant part of your contribution will be to support users in the effective use of various software modules and to advise and guide them in the operation and configuration of their electronic environment. Beyond direct user interaction, you will participate in the development of technical documents to enrich the company's knowledge bank and meticulously document incident tickets and interventions in tracking software. Your insights will also contribute to the functional evolution of the software, ensuring it continues to meet the evolving needs of medical clinics. Expertise in technical customer support, EMR systems, and medical clinic workflows will be acquired and refined throughout your first year and beyond.

Candidate Profile and Working Conditions

To excel in this full-time position, candidates must possess perfect English communication skills, both verbally and in writing. Essential experience includes client-facing roles within support, call center, sales, or similar environments. A strong technological aptitude is required, demonstrating the ability to quickly learn and effectively utilize new technological tools. While not mandatory, knowledge of the medical system in British Columbia is considered an asset. The successful candidate must be willing to work a permanent, full-time schedule of 40 hours per week, Monday through Friday, with assigned shifts between 7:00 a.m. and 6:00 p.m. PST. This hybrid or remote role requires candidates to reside and have legal authorization to work within the province of British Columbia, with occasional in-office presence possibly required during the year for events or team meetings. MEDFAR offers a competitive annual salary of $50,000, along with comprehensive benefits including healthcare insurance from day one, RRSP contributions, and generous paid time off, including three weeks plus an additional week between Christmas and New Year. All necessary IT equipment is provided, supporting a work-life balance in a collaborative environment.