Operations Specialist - Technical Support

Medfar • Montreal, QC

1d • Hybrid

About The Position

Reporting to the National Director of Client Services, you will join our Technical Support team and play a key role in driving operational excellence across the department. As a Technical Support Operations Specialist, you will be responsible for improving operational processes, monitoring departmental performance, and supporting the tools and systems that enable our Technical Support team to succeed. Working cross-functionally, you will help optimize workflows, improve service quality, and contribute to continuous improvement initiatives across the organization. This role offers the opportunity to develop deep expertise in MYLE, our internal processes, and the operational side of customer support while making a meaningful impact on the team's performance.

Requirements

• College diploma (DEC) or university degree in a related field.
• 3–5 years of experience in technical support, customer support, or an operations-focused role.
• Strong Salesforce knowledge (power user experience is a significant asset).
• Experience with generative AI tools (ChatGPT, Claude, etc.) and AI automation platforms.
• Strong proficiency with Windows environments, Google Workspace, and office productivity tools.
• Excellent analytical, problem-solving, and process improvement skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational skills and attention to deadlines.
• Results-oriented team player with a proactive mindset.
• Full professional proficiency in both French and English (written and spoken).

Nice To Haves

• Power user experience with Salesforce is a significant asset.

Responsibilities

• Configure and maintain the tools used by the Technical Support department.
• Document, update, and communicate departmental procedures and operational documentation.
• Identify operational gaps and recommend process improvements and workflow optimizations.
• Provide recommendations to improve departmental efficiency and performance.
• Compile, analyze, and present individual and departmental performance metrics.
• Maintain operational dashboards and reporting.
• Prepare call volume, email volume, and workforce forecasting.
• Contribute to budget planning and performance tracking.
• Support ISO, quality assurance, and continuous improvement initiatives.
• Prepare reports and presentations for leadership.
• Participate actively in cross-functional meetings.
• Train and onboard new employees on departmental procedures, systems, and tools.
• Provide operational support by answering calls and emails when required.
• Perform other related duties as assigned.

Benefits

• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks
• An onboarding program to help you get familiar with our environment and the digital healthcare field
• All IT equipment is provided, with additional gear if needed
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well-being
• A company culture focused on transparency, collaboration, and innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree