Technical Support Specialist

VitalHub•Kingston, ON

8d•Onsite

About The Position

Vitalhub Corp. and its subsidiaries provide technology to health and human service providers including hospitals, regional health authorities, mental health, long-term care, home health, community and social services. The Company's solutions span the categories of electronic health records (EHR), case management, care coordination, patient flow, operational visibility, workforce automation and mobile apps. VitalHub is based in Toronto, ON, and is publicly traded on the TSX under the symbol “VHI”. Role Overview As a Technical Support Specialist reporting directly to the Customer Operations Manager, you will play a pivotal role in collaborating on client support, diagnosing, and resolving application issues, and ensuring seamless operational maintenance. Your responsibilities include: Client Communication: Engaging with clients via email and Teams meetings to understand, reproduce and troubleshoot technical issues and concerns. Backend Investigation: Identifying and investigating issues within the Application backend systems like configuration, integration, platform, different modules and database. Incident Management: Utilizing incident management software such as Better Stack to acknowledge and resolve critical or after hour Incidents Monitoring Implementation: Deploying monitoring tools like Azure Monitor, Better Stack, and Dynatrace for proactive system health monitoring. Team Collaboration: Document Investigation on tickets collaborate with other internal technical teams like Engineering, Architecture, Platform, etc. As a Technical Support Specialist, you will: Interact with Clients: Act as the point of contact for Support coordinators from hospitals and healthcare regions, providing exceptional Application technical support. Respond promptly to client inquiries, demonstrating a deep understanding of our software solutions and their functionality. Problem Solve Utilize your technical expertise to diagnose, reproduce and troubleshoot application issues efficiently. Document all the details of the issue reported, investigation steps performed and escalate to next level of support if require Work closely with clients to understand their unique challenges. Identify and document the business impact, urgency and priority of an issue reported by the client. Create Documentation Develop and maintain comprehensive documentation, including FAQs and troubleshooting guides for common application issues Empower both clients and internal teams with well-documented resources, enhancing overall system understanding and minimizing resolution times. Collaborate Across the Organization: Effectively manage escalations and collaborate with cross-functional teams, including Technical Delivery, Engineering, and Operations, to address complex technical challenges. Provide valuable insights to the engineering team based on client feedback, contributing to continuous product improvement. Identify Issue Patterns Systematically manage and identify patterns in client issues, working closely with internal stakeholders to ensure swift resolution. Proactively identify potential challenges and contribute to the development of preventive measures to enhance overall system reliability. Implement and be Responsible for Alerting Systems Spearhead the implementation of monitoring and alerting mechanisms, leveraging state-of-the-art tools such as Dynatrace, Better Stack, Azure Monitor, etc. To build monitoring that alerts on symptoms rather than outages. Take full responsibility for the seamless integration and functionality of these systems, ensuring real-time monitoring of application performance. Conduct analysis of monitoring systems to proactively identify potential areas of concern. Provide insightful recommendations to engineering teams based on your analysis, contributing to continuous improvement and optimization of application performance.

Requirements

1 – 3 years previous experience in a similar technical support role.
Degree or diploma in computer science, computer systems engineering, software engineering, web design, or a field related to the industry
Knowledge on ITIL practices and framework
Knowledge and experience in troubleshooting issues related to SQL server & database
Knowledge and experience in Azure Dev-ops
Knowledge and experience in Cloud Azure PaaS and SaaS environments
Able to effectively communicate technical concepts to other technical and non-technical staff members
Familiar with Scrum and agile process
Demonstrated aptitude for learning new technologies
Effective written and verbal communication skills
Excellent teamwork and time management skills with the ability to work well under pressure, meet set deadlines, complete tasks with minimal supervision and complete overlapping projects
Strong knowledge of browser debugging tools for all major browser types

Responsibilities

Engaging with clients via email and Teams meetings to understand, reproduce and troubleshoot technical issues and concerns.
Identifying and investigating issues within the Application backend systems like configuration, integration, platform, different modules and database.
Utilizing incident management software such as Better Stack to acknowledge and resolve critical or after hour Incidents
Deploying monitoring tools like Azure Monitor, Better Stack, and Dynatrace for proactive system health monitoring.
Document Investigation on tickets collaborate with other internal technical teams like Engineering, Architecture, Platform, etc.
Act as the point of contact for Support coordinators from hospitals and healthcare regions, providing exceptional Application technical support.
Respond promptly to client inquiries, demonstrating a deep understanding of our software solutions and their functionality.
Utilize your technical expertise to diagnose, reproduce and troubleshoot application issues efficiently.
Document all the details of the issue reported, investigation steps performed and escalate to next level of support if require
Work closely with clients to understand their unique challenges. Identify and document the business impact, urgency and priority of an issue reported by the client.
Develop and maintain comprehensive documentation, including FAQs and troubleshooting guides for common application issues
Empower both clients and internal teams with well-documented resources, enhancing overall system understanding and minimizing resolution times.
Effectively manage escalations and collaborate with cross-functional teams, including Technical Delivery, Engineering, and Operations, to address complex technical challenges.
Provide valuable insights to the engineering team based on client feedback, contributing to continuous product improvement.
Systematically manage and identify patterns in client issues, working closely with internal stakeholders to ensure swift resolution.
Proactively identify potential challenges and contribute to the development of preventive measures to enhance overall system reliability.
Spearhead the implementation of monitoring and alerting mechanisms, leveraging state-of-the-art tools such as Dynatrace, Better Stack, Azure Monitor, etc. To build monitoring that alerts on symptoms rather than outages.
Take full responsibility for the seamless integration and functionality of these systems, ensuring real-time monitoring of application performance.
Conduct analysis of monitoring systems to proactively identify potential areas of concern.
Provide insightful recommendations to engineering teams based on your analysis, contributing to continuous improvement and optimization of application performance.
Compliance with all applicable privacy legislation
Compliance with all employment legislation
Compliance with all Vitalhub policies
Ownership of a valid passport
Participation in an inclusive and supportive team environment
Continuing professional development to stay current with industry standards
Additional duties as required