Elation Health

Customer Support Specialist

Elation Health

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Salary

💰 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.