Senior Computer Support Specialist
49 Solutions
Customer Support Specialist
Elation Health
full-time
Posted on:
Location: 🇨🇦 Canada
Visit company websiteSalary
💰 CA$50,000 per year
Job Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Deliver clear, empathetic Tier 1 support via phone, email, and screenshare—reflecting Canada’s reputation for courteous, solution-focused service.
- Use AI-enhanced platforms to quickly triage, troubleshoot, and resolve technical issues, minimizing clinician downtime.
- Own workflow-impacting cases and escalate as needed, maintaining responsibility for outcomes.
- Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)— for impactful support.
- Build trust-based relationships through clinician advocacy and high-impact support.
- Identify and document recurring pain points and root causes across tickets.
- Collaborate with Product, Engineering, Revenue Cycle, and Customer Success, offering cross-border insights as a Canadian team member.
- Share challenges and solutions to support operational growth.
- Participate in weekly urgent shift rotations and 2–3 weekend/holiday on-call shifts per year, ensuring clinicians always have critical support.
- Complete intensive onboarding and ongoing training focused on Elation systems, care standards, and AI-enabled support.
- Stay current with EHR, RCM, and SaaS advancements to navigate clinical challenges effectively.
Requirements
- Bachelor’s degree or equivalent experience.
- Proven troubleshooting, multitasking, and critical thinking skills—thriving independently in fast-paced, remote settings.
- Communicate confidently, translating technical concepts into user-friendly advice—attuned to Canadian and U.S. nuances.
- Self-starter focused on urgent issues affecting patient care and advocating for clinician outcomes.
- Empathetic, adaptable, results-driven.
- Preferred:
- 2+ years in customer-facing technical support, SaaS, or healthcare technology.
- Experience with Revenue Cycle Management, EHR workflows, SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled tools).
- Ability to leverage emerging AI technologies for improved support and documentation.
- Background supporting remote or cross-border teams; experience in medical billing, clinical administration, or practice management.
