Technical Support Engineer

MEDFAR's continued growth is the result of our focus on customers’ success. As a Technical Support Engineer, you will be responsible for providing the highest and most advanced level of support to our customers, interfacing with the R&D team, configuring our support IT systems, improving processes and managing compliance of the department, as well as collaborating with other teams to improve product functionality and user experience.

You will join Michel, National Director Client Services, and his multidisciplinary team whose mandate is to assist our clients when they encounter technical or usage issues.

As our Technical Support Engineer, you will play a crucial role in all aspects of our team’s functions, providing level 3 support to clients facing network or infrastructure technical issues. With your hands-on approach, in-depth knowledge of our EMR, and technical skills, you will significantly impact our clients' satisfaction.

As a member of a growing team, you will also help to implement best practices to support MEDFAR in achieving its growth objectives.

Key Responsibilities

• Conduct continuous analysis of processes and recommend improvements to increase the team efficiency and the client satisfaction.
• Optimize the technical support workflow while collaborating with the product and development teams to enhance our tools.
• Champion quality, compliance, rules and regulations.
• Generate and document performance reports:
  • Analyze results and provide insights and improvement recommendations.
• Prepare monthly reviews.Assist in the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
• Configure systems for the technical support team, tailoring them to processes, and manage the department’s technical issues.
• Collaborate closely with other departments on technology and systems initiatives to increase cross-departmental efficiency, share key learnings.
• Provide advanced training and onboard new technical support agents.
• Provide level 3 support to our clients for issues such as system slowness and Internet connectivity problems.
• Act as an escalation point for advanced or difficult help requests from other team members.
• Occasionally assist level 1 agents by answering phone calls during peak periods.
• Involvement in merger and acquisition initiatives, including due diligence of target companies, planning and operationalizing integration of support teams: people, processes, and systems.
• Stay updated with the latest product features, updates, and industry trends.
• Perform any other related tasks.

Requirements

Ideally, you have:

• Bachelor's degree in Engineering
• Some experience in a technical support role, with a focus on executive-level support as an asset
• Strong problem-solving abilities and technical troubleshooting skills
• You master common IT tools (Google Suite, etc)
• You have an analytical and problem-solving mind
• You are stimulated in a fast-paced environment with changing priorities
• You are meticulous and pay attention to details
• Strong written and oral communication skills in French and English
• Willing to learn Salesforce CRM

Working conditions:

Full-time permanent position (40 hours per week)