Provide timely and world class customer support to users via multiple channels
Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
Take ownership and follow up on open cases which are unresolved
Build strong client relationships by following up with customers in a timely manner
Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
Support the department’s goals, objectives, and deliverables
Work shifts between 8am and 8pm as required

Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
Ability to handle clients professionally and with a high level of confidence during all interactions
Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
Must excel in a fast-paced environment where critical thinking and time management skills are required for success
Sound understanding of API and service technologies and functions
Take initiatives and help establish a positive team environment built on mutual trust and respect
Participate in the development and improvement of operational tools and processes
Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
Innovative thinker who is positive, proactive, takes accountability and readily embraces change
Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
Ability to establish and maintain effective working relationships with internal and external stakeholders
Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
Experience in a technical support position an asset

Solutions Analyst – MDS 3.0, EHR Support

Key skills