This is not your typical high-volume call center role. While we operate in a fast-paced environment, our work requires in-depth research, analytical problem-solving, and strong customer relationship skills. If you enjoy solving puzzles, understanding how things work, and providing top-tier customer support, this role is for you!

ABOUT THE ROLE

As a Software Support Analyst, you will provide application support for our EMR Clinical and Billing software. You’ll troubleshoot technical issues, guide customers through best practices, and collaborate with internal teams to resolve complex problems.
This is not a traditional IT Help Desk role, but an opportunity to work directly with customers and enhance their experience with our software.

KEY RESPONSIBILITIES

• Serve as the first point of contact for System Administrators, assisting with issue resolution, diagnosing problems, and answering application-related questions.
• Troubleshoot Tier 1/Tier 2 issues via phone, email, and screen sharing within service-level agreements.
• Provide professional, high-quality customer support and maintain strong customer relationships.
• Take ownership of customer issues, escalating more complex concerns to Development and Quality Assurance teams as needed.
• Replicate and document software issues, including detailed replication steps for development teams.
• Maintain and contribute to a knowledge base of system documentation and troubleshooting resources.
• Educate customers to ensure they are maximizing the software’s capabilities.
• Provide remote training when needed.
• Develop an understanding of behavioural healthcare and substance abuse treatment workflows to better support customer needs.
• Perform additional duties as assigned.