Tier 1 Technical Support Analyst

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OSCAR Pro

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance • Software as a Service

OSCAR Pro is a powerful and cost-effective electronic medical record (EMR) system designed specifically for clinics in Canada. It enables healthcare providers to streamline clinic workflows, manage patient information efficiently, and enhance the overall experience for both staff and patients. With its user-friendly interface, robust features, and reliable support team, OSCAR Pro serves over 2,000 clinics and supports more than 10,000 providers. The platform prioritizes patient security with ISO 13485 certification and offers transparent pricing without hidden fees, making it a trusted solution for practice management in the healthcare sector.

📋 Description

• Provide front-line assistance to healthcare professionals using the OSCAR Pro EMR platform • Provide phone and ticket-based support to healthcare providers and clinics • Guide users through product features and troubleshoot technical issues • Ensure timely resolution of customer issues • Create and maintain clear, accurate, user-friendly guides for customers and internal teams • Collaborate with internal teams on support-process projects • Escalate issues when required • Share insights to prevent recurring problems • Identify opportunities to improve workflows, reduce customer friction, and enhance the support experience • Report to the Team Lead

🎯 Requirements

• Customer service, call centre, or technical support experience • Technical aptitude and comfort working with software • Ability to troubleshoot issues independently and research solutions • Analytical and resourceful problem-solving ability • Ability to isolate, define, and resolve technical issues efficiently • Ability to balance accuracy with timely delivery • Adaptability and commitment to continuous learning • Strong written and verbal communication skills • Meticulous attention to detail in documentation • Respect for healthcare technology compliance and privacy standards • Open to candidates across Canada except Quebec due to provincial employment requirements • Legally eligible to work in Canada on an ongoing basis • Ability to work 8:00 AM–5:00 PM PST or 11:00 AM–8:00 PM EST

🏖️ Benefits

• Remote-first work environment • Opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group • Clear progression path to Tier 2 and Tier 3 support or other teams such as onboarding, training, and implementation • Supportive culture balancing professional success with personal well-being • Respectful, inclusive, and accessible workplace • Opportunity to make a meaningful impact on healthcare and patient outcomes • Exposure to healthcare systems, electronic medical records, and billing processes such as OHIP and BCP • Virtual interview process