Technical Support Specialist, HealthTech - Jobs in Ontario - Remote, Ontario, M1P 2Y6

Job Description

Who we areOSCAR Pro, a leading Electronic Medical Records (EMR) platform in Canada, is part of the WELL Health Technologies family. Initially developed by McMaster University’s Department of Family Medicine, OSCAR Pro was built on a foundation of collaboration to improve healthcare delivery and patient outcomes. We have integrated innovations from various OSCAR service providers to offer a robust, secure, and versatile solution tailored to the diverse needs of clinics of all sizes.Our platform empowers healthcare providers by streamlining administrative tasks, enhancing clinic efficiency, and enabling more time for patient care. With features like digital patient engagement, secure messaging, and seamless integration with other healthcare systems, OSCAR Pro reduces the administrative burden on clinics and improves the overall patient experience.Our mission is to empower practitioners to deliver high-quality care while spending less time on administration. By providing cutting-edge digital tools, we ensure that healthcare professionals can focus on what truly matters—improving patient outcomes and experiences.Who we needReporting to the Lead, Technical Support, we are looking for a Technical Support Specialist to join our team. As part of the Tier 2 support team, you will provide advanced technical assistance to OSCAR Pro users, ensuring clinics can maximize the use of our platform and operate efficiently. This role is ideal for someone who thrives in a customer-facing technical environment, enjoys problem-solving, and is passionate about enhancing the healthcare experience through technology. What’s in it for youImpact and connection. By ensuring healthcare professionals can efficiently use our platform, you will directly impact how they deliver patient care. Your support will help reduce administrative burdens, allowing clinics to focus on what matters most—improving patient outcomes.A place to grow your career and your skills. As we continue to scale, we will take you on the journey, providing opportunities for professional development, recognition, and growth within OSCAR Pro or other WELL Health Group businesses. Whether you want to move into tier 3 support, implementation or training, we will support your career ambitions.As our new Technical Support Specialist, you will:

• Deliver a positive and supportive service experience. You will provide expert technical support for OSCAR Pro, troubleshooting issues via telephone and online support. You will assist clients with how-to questions, ticket creation, and software-related challenges, ensuring they receive clear, prompt, and professional assistance.
• Support software integration and daily operations. You will guide clinics in maximizing the use of OSCAR Pro, offering workflow recommendations and assisting with software integration to enhance their efficiency.
• Own the resolution process. You will actively listen to client concerns, assess their needs, and take ownership of issue resolution, ensuring timely follow-ups and effective problem-solving. You will escalate complex issues to Tier 3 or Development when necessary while maintaining clear communication with the client.
• Communicate clearly and professionally. You will keep customers informed throughout the resolution process, setting clear expectations on timelines and next steps. You will collaborate with team members to ensure consistent and aligned messaging.
• Document interactions and solutions. You will accurately log client interactions, troubleshooting steps, and resolutions. You will contribute to the development of troubleshooting guides, FAQs, and internal documentation, improving knowledge-sharing across the team.
• Optimize support processes. You will participate in technical support process improvements, system optimizations, and IT-related initiatives to enhance efficiency and service quality.
• Prioritize effectively. You will assess and categorize support requests based on urgency and impact, promptly addressing critical issues. You will recognize when escalation is required and balance multiple inquiries while maintaining a high level of service.

You bring:

• The interpersonal skills. You have exceptional communication skills and can translate complex ideas and technical concepts for a non-technical audience. You build trust effortlessly, putting customers at ease. Whether working independently or collaboratively, you are committed to exceeding customer expectations.
• The adaptability and initiative. You perform well under pressure, adapt seamlessly to changing environments, and take full ownership of your work. You follow through on commitments, ensuring timely and high-quality results.
• A growth mindset. You embrace continuous learning, whether independently or from others. You acknowledge mistakes, adapt to setbacks, and quickly build expertise in our product offerings and troubleshooting processes.
• The technical expertise. You have a strong understanding of data and system integration technology, with hands-on experience supporting Linux-based systems, MySQL databases, Tomcat, and Java applications. You excel at diagnosing server-related issues and delivering effective solutions.
• A customer-first approach. With experience in technical customer support, you provide high-quality service while breaking down complex technical information into clear, actionable guidance.
• The problem-solving skills. You take a structured approach to troubleshooting, isolating, defining, and resolving technical issues. You remain objective, flexible, and proactive in the face of complex challenges. You think critically, ask the right questions, and quickly process new information. You bring fresh perspectives, can generate innovative solutions and share new ideas.
• The ownership and drive. You approach every technical challenge with curiosity, deep research, and persistence. You take pride in helping people engage with technology, continuously seeking ways to enhance efficiency, automation, and best practices. You are self-motivated, ensuring deliverables are met with precision and accountability.

Join us in revolutionizing healthcare through technology.As a scaling company backed by WELL Health Technologies, we are expanding rapidly across the country. At OSCAR Pro, we are driven by a passion to make a lasting impact on the healthcare system. Our team is dedicated to building resilient, compliant, and easy-to-use technology that transforms how care is delivered.Transformation starts with a strong team.We believe that empowering our team members is critical to success. At OSCAR Pro, we foster a culture of respect where every individual feels valued, included, and supported to reach their full potential. Our workplace embraces diversity and prioritizes the well-being of our team and the communities we serve.We offer a remote-first work environment, opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group, and a supportive culture that balances professional success with personal well-being. Whether you are driving projects that shape the future of healthcare or focusing on your development, we are here to support you.At OSCAR Pro, your ideas can make a real difference—not just in our organization but in the lives of patients and healthcare providers across Canada.Apply nowInterested in applying but worried you don #39;t have it all We know not everyone gains their experience following a traditional path. If you share our values, want to make a difference in healthcare technology solutions, and meet 70% of the qualifications, we encourage you to apply. What you can expect from our interview process:

• A virtual interview with a Talent Advisor to discuss your experience and interest in the role.
• A virtual interview with the Director of Customer Support and the Technical Support Team Lead to learn more about the role, the team and culture.

OSCAR Pro is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success! Accommodations are available on request for candidates taking part in all aspects of the selection process.#LI-Remote#LI-DNI Powered by JazzHR