Tier 1 Technical Support Analyst

OSCAR Pro • Whitby, ON

4d • Remote

About The Position

OSCAR Pro, a leading Electronic Medical Records (EMR) platform in Canada and part of the WELL Health Technologies family, is seeking a Tier 1 Technical Support Analyst. This role involves providing front-line assistance to healthcare professionals, helping them resolve technical issues, improve their workflows, and leverage the software for better patient care. The analyst will also collaborate with internal teams to enhance support processes and documentation. This is a full-time remote opportunity open to candidates across Canada (excluding Quebec) with shift hours from 8:00 AM to 5:00 PM PST or 11:00 AM to 8:00 PM EST. The company's mission is to empower practitioners to deliver high-quality care while spending less time on administration by providing cutting-edge digital tools.

Requirements

• Customer focus: motivated to support healthcare professionals, able to clearly and patiently explain technical concepts, approaching interactions with professionalism, empathy, and a strong commitment to service.
• Technical experience: customer service, call centre, or technical support experience.
• Technical aptitude: comfortable working with software, independently troubleshooting issues, and researching solutions.
• Problem-solving skills: analytical and resourceful, ability to isolate, define, and resolve technical issues efficiently, applying structure and rigour to work, balancing accuracy with timely delivery.
• Growth mindset: adaptable and eager to expand technical skills, engaged in dynamic environments with evolving customer needs, committed to continuous learning.
• Professionalism: strong written and verbal communication skills, meticulous attention to detail in documentation, 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, troubleshoot issues, and ensure timely resolution.
• Help healthcare professionals apply the software effectively in their daily work, ensuring they achieve maximum value from the platform.
• 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
• Remote-first work environment

What This Job Offers

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