Technical Support Analyst

🕒 September 4

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AssistIQ

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

AssistIQ is a company that provides advanced technological solutions for managing healthcare supply chains. It employs computer vision and machine learning through its platform, AIQ Capture, to accurately track and capture the usage of medical supplies and implants without the need for barcodes or special hardware. By integrating with key systems like EHRs and ERPs, it aims to reduce costs, improve charge capture, and provide actionable insights from data to optimize healthcare operational efficiency. AssistIQ's solutions help in minimizing waste, ensuring supply visibility, and streamlining clinical documentation, ultimately empowering perioperative, clinical, and finance teams to focus more on patient care.

📋 Description

• Address customer inquiries via phone, email, SMS, chat, and tickets • Serve as the first point of contact for end-users seeking technical assistance with AssistIQ iPad and web solutions • Document issues, troubleshooting and resolution steps, and final disposition in support tools • Resolve basic common issues on first contact • Escalate complex issues to Tier 2 support and, where required, product or engineering teams • Coordinate follow-up with internal AssistIQ teams and customers • Set appropriate customer expectations and keep support leadership informed about escalations • Maintain up-to-date knowledge of AssistIQ solutions, troubleshooting steps, and system updates • Follow established workflows, playbooks, SLAs, and quality standards • Participate in after-hours and weekend on-call rotations • Handle written and oral communication in French with AssistIQ customers in Canada • Contribute feedback to improve documentation, support processes, and customer experience

🎯 Requirements

• Technical skills to troubleshoot software applications on the iPad, web and in an integrated environment • Capability for problem-solving and issue prioritization • Excellent interpersonal, time management and communication (verbal and written) skills • Excellent French written and oral communication skills • Ability to synthesize information, think and diagnose quickly and find solutions • Ability to perform initial troubleshooting for complex issues • Ability to identify when a complex issue requires Tier 2 support or engineering help and act quickly • Growth mindset and capacity to remain calm under pressure

🏖️ Benefits

• Health insurance • 3 weeks of vacation • 10 sick days • Flexible work hours • A collaborative, smart, and engaging culture