Ingénieur·e Support technique / Technical Support Engineer

Description de l'entreprise

Founded in 2010, MEDFAR Clinical Solutions revolutionizes healthcare with our MYLE Integrated Care platform, the first web-based electronic medical record (EMR) in Quebec. Trusted by 15,000 healthcare professionals daily, we impact over 20 million patients across North America. In 2023, we proudly earned a coveted spot on Deloitte’s prestigious Fast50 and Fast500 lists, a testament to the exceptional contributions of our employees driving our success. Join us in transforming healthcare locally and globally, as we strive to empower 500,000 care providers to reach 500 million patients by 2030.

Description du poste

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.

Qualifications

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)

Informations supplémentaires

By joining MEDFAR, you will be part of a purpose-driven organization whose product is disrupting and digitizing health care, making doctors’ and healthcare workers’ lives easier, while enabling better patient health outcomes. Becoming a MEDFARian also means having the opportunity to be part of an innovative community and working in a dynamic environment where your work will have a meaningful and tangible effect not only on your team and the business but most importantly on the healthcare industry.

• You decide where you do your best work (at home or the office) 
• Flexible hours (work-life balance)
• Performance-based bonus for all employees.
• Generous group insurance coverage as of day 1 of employment
• Break paid between Christmas and New Years
• Annual $ 1,500 training allowance for your professional development
• An entrepreneurial culture of transparency, collaboration, and innovation

Our Recruitment Process at MEDFAR:

1. Virtual Screen with Maurine (Talent Acquisition)
2. Interview with the team
3. Case study
4. Offer 

Avec nos bureaux situés à travers le monde, la maîtrise du français et l'anglais est nécessaire chez MEDFAR. En raison du besoin de communiquer avec des collègues et/ou des clients d'autres provinces ou pays, le bilinguisme nous permet de communiquer dans les deux langues tout en favorisant l'utilisation du français.