WELL Health Technologies Corp Looking for Tier 1 Support Analyst at North Vancouver, BC Full Time

Position: Tier 1 Support Analyst

Type: Full Time

Location: Vancouver

Company Overview:
Intrahealth, a subsidiary of WELL Health Technologies Corp. (TSX: WELL), is an enterprise class EMR provider supporting approximately 15,000 clinicians providing care for millions of patients from small clinics to large health delivery organizations in its global network across Canada, Australia and New Zealand. Intrahealth provides a suite of flexible software solutions to a wide variety of customers including health authorities, hospitals, public health outpatient centres, community health, home care, ambulatory care and diverse health care professionals. Intrahealth’s highly configurable software solutions support mobile platforms and seamless access to virtual care/telehealth solutions. To learn more about Intrahealth, please visit www.intrahealth.com.

Position Overview:
At Intrahealth, we provide excellent service by connecting to our customers, analyzing their needs, and offering solutions. This role would require the right candidate to troubleshoot issues and answer queries for our electronic medical record software, assist customers with the software, and ensure proper documentation of all issues are tracked, processed, and resolved. If you’re someone who cares about people, and are interested in working with world-class healthcare software, you’d be a great fit for our team!

Key Responsibilities:
Ticket each issue/query with proper documentation and notes

Answer the phone and emails in a prompt/efficient manner

Follow proper escalation procedure for issues

Troubleshoot all issues that occur

Actively collaborate with other team members and develop strong working relationships with clients, application analysts, team members within Intrahealth, and other key stakeholders

Manage multiple priorities daily in a professional and timely manner using good judgement to prioritize tasks

Actively drive issues to resolution within the appropriate timeframes as set by our SLA’s and Quality Programs

Requirements:
Technical Diploma or relevant experience (helpdesk/technical support experience)

Ability to work multiple shifts from Monday to Friday from 7am to 7pm

Experience with EMRs in general is preferred (not mandatory)

Experience with Intrahealth’s EMR is strongly preferred (not mandatory)

Proficiency with technology in a Windows environment

Ability to follow company guidelines

Excellent oral and written communication skills with the ability to express ideas clearly in writing or over the phone

Effective interpersonal skills with the ability to deal professionally with people in a tactful and respectful manner, and to maintain effective working relationships with customers

Effective organizational skills and the ability to work well under pressure with frequent interruptions, cope with a demanding workload, and to meet deadlines

Ability to work independently and collaboratively with team members both in office and remotely

Ability to exercise sound judgement and problem solve, including how and when to escalate

Ability to perform assignment with minimal supervision and to take initiative

Ability to comprehend, explain and follow complex guidelines, policies and procedures

Detail oriented

Resourcefulness and problem-solving aptitude

WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuels our success – this is the WELL Way!