Tier 1 Technical Support Analyst

Wellstar

1d • $55,000 - $55,000 • Remote

About The Position

OSCAR Pro, part of WELL Health Technologies, provides an electronic medical records (EMR) platform for clinics across Canada. The company’s platform supports clinic administration and patient care through digital patient engagement, secure messaging, and integrations with other healthcare systems.

Reporting to the Team Lead, the Tier 1 Technical Support Analyst provides front-line assistance to healthcare professionals, helping them resolve technical issues, improve workflows, and use OSCAR Pro effectively. The role supports users by phone and through tickets, creates and maintains documentation, and collaborates with internal teams to improve support processes and platform reliability.

This is an existing, one-year contract opportunity, remote and open to candidates across Canada except Quebec. The stated shift hours are 8:00 AM to 5:00 PM Eastern Standard Time. The position offers exposure to healthcare systems, EMRs, and billing processes such as OHIP and BCP, with potential progression to Tier 2 or Tier 3 support or other teams, including onboarding, training, and implementation. The salary is $55,000.

Requirements

• Experience in customer service, a call centre, or technical support.
• Technical aptitude and comfort working with software.
• Ability to troubleshoot issues independently and research solutions.
• Analytical and resourceful problem-solving skills, including the ability to isolate, define, and resolve technical issues efficiently.
• Ability to work with structure and rigour while balancing accuracy and timely delivery.
• Adaptability and willingness to expand technical skills and pursue continuous learning.
• Strong written and verbal communication skills.
• Meticulous attention to detail in documentation.
• Professionalism, empathy, patience, and a strong commitment to customer service.
• Respect for compliance and privacy standards in healthcare technology.

Responsibilities

• Provide phone and ticket-based support to healthcare providers and clinics using the EMR system.
• Guide users through product features and help them apply the software effectively in their daily work.
• Troubleshoot technical issues and work toward timely resolution.
• Create and maintain clear, accurate, user-friendly guides for customers and internal teams.
• Collaborate with internal teams on projects and escalate issues when required.
• Share insights to help prevent recurring problems.
• Identify opportunities to improve workflows, reduce customer friction, and enhance the support experience.

Benefits

• Remote-first work environment.
• Opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group.
• Supportive culture that balances professional success with personal well-being.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed