Tier 1 Technical Support Analyst

OSCAR Pro

2d • Remote

About The Position

Reporting to the Team Lead, we are seeking a Tier 1 Technical Support Analyst who is motivated by the opportunity to make a meaningful contribution to healthcare technology. You will provide front-line assistance to healthcare professionals, helping them resolve technical issues, improve their workflows, and fully leverage our software to deliver better patient care. You will also collaborate with internal teams to strengthen support processes, enhance documentation, and contribute to the overall reliability and effectiveness of our platform. This is an existing, full time remote opportunity open to candidates across Canada, with the exception of Quebec due to provincial employment requirements. Shift hours are 8:00 AM to 5:00 PM PST or 11:00 AM to 8:00 PM EST.

Requirements

• Motivated to support healthcare professionals and can clearly and patiently explain technical concepts.
• Approach every interaction with professionalism, empathy, and a strong commitment to service.
• Customer service, call centre, or technical support experience.
• Technical aptitude and are comfortable working with software, as well as independently troubleshooting issues and researching solutions.
• Analytical and resourceful, with the ability to isolate, define, and resolve technical issues efficiently.
• Apply structure and rigour to your work, balancing accuracy with timely delivery.
• Adaptable and eager to expand your technical skills.
• Stay engaged in dynamic environments with evolving customer needs and are committed to continuous learning.
• Strong written and verbal communication skills.
• Meticulous attention to detail in documentation.
• Respect for compliance and privacy standards in healthcare technology.

Responsibilities

• Help healthcare professionals apply the software effectively in their daily work, ensuring they achieve maximum value from the platform.
• Provide phone and ticket-based support to healthcare providers and clinics using the EMR system, guiding users through product features, troubleshooting issues, and ensuring timely resolution.
• Create and maintain clear, accurate, and user-friendly guides for both customers and internal teams.
• Partner with internal teams on projects, escalate issues when required, and share insights to prevent recurring problems.
• Identify opportunities to improve workflows, reduce friction for customers, and enhance the overall support experience.

Benefits

• 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

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed