Tier 1 Technical Support Analyst - OSCAR Pro

Who we need

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.

What’s in it for you

Impact. By ensuring healthcare professionals can efficiently use our platform, you will directly impact how they deliver patient care. Your support will help reduce administrative burdens, allowing clinics to focus on what matters most—improving patient outcomes.

Technical challenges and exposure. You will gain valuable exposure to healthcare systems, electronic medical records, and billing processes such as OHIP and BCP, while building technical expertise in software support and system administration.

Career growth. You will join WELL Health, a leading Canadian digital health company that operates and owns outpatient medical clinics while also delivering a broad suite of technology and telehealth solutions. This Tier 1 support role offers a clear progression path to Tier 2 and Tier 3 support or other teams, such as onboarding, training, and implementation.

As our new Tier 1 Technical Support Specialist, you will focus on:

• Support. You will help healthcare professionals apply the software effectively in their daily work, ensuring they achieve maximum value from the platform. You will 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.
• Documentation. You will create and maintain clear, accurate, and user-friendly guides for both customers and internal teams.
• Process improvement. You will partner with internal teams on projects, escalate issues when required, and share insights to prevent recurring problems. You will identify opportunities to improve workflows, reduce friction for customers, and enhance the overall support experience.

You bring:

• The customer focus. You are motivated to support healthcare professionals and can clearly and patiently explain technical concepts. You approach every interaction with professionalism, empathy, and a strong commitment to service.