Customer Support Specialist & Trainer

Ava Industries

88d•Remote

About The Position

At Ava Industries, we’re transforming healthcare delivery by empowering providers with innovative tools that strengthen patient interactions. Our state-of-the-art, cloud-based EMR (Electronic Medical Records) software—designed by family doctors specifically for primary care providers—prioritizes user-friendly design and efficient patient management. We believe that technological innovation can address the challenges of healthcare delivery and restore joy to the practice of medicine. As the fastest-growing EMR company in Western Canada, we’re building a fully remote team across the country, with our headquarters in Calgary, AB. Our team embodies our core values of innovation, transparency, adaptability and cooperation in providing timely solutions for our clients. We foster a collaborative and innovative environment with a strong company culture that values work-life balance and a shared passion for making a positive impact on healthcare. If you’re looking to join a team that embraces challenge, values continuous innovation, and appreciates your contributions, we’d love to hear from you! We are seeking a highly motivated and experienced individual with a background in both Medical Office Administration (MOA) and customer service, ready to transition their skills into a rewarding career as a Customer Support Analyst and Trainer. Experience in customer service or hospitality is a great asset, Ava values people who know how to create exceptional experiences. In this role, you will be the primary point of contact for our valued customers, providing exceptional support and training on Ava Industries’ EMR software. You will have the opportunity to make a real difference in the healthcare industry by empowering clinics to optimize their workflows and enhance patient care. This is a full-time, permanent position with the flexibility of working remotely from British Columbia or Alberta. While the role is primarily remote, occasional travel may be required for company meetings or client site visits. Our core Customer Support hours are 8 AM to 6 PM MST, Monday to Friday.

Requirements

Minimum 2 years of experience as an MOA in a medical office or hospital setting
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 with EMR software (ie: Wolfe, Accuro, Netcare, ConnectCare, CareConnect [BC])
Familiarity with relevant legislation, including the Alberta Health Information Act, BC Public Health Act, PIPEDA, and FOIP
Self-motivated with a strong work ethic and a passion for continuous learning
Proof of education and a minimum of 2 professional references are required.
Valid driver’s license required, access to a vehicle is preferred.

Nice To Haves

Experience in hospitality or customer service is considered an asset and will be highly valued.

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 our Ava
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