Phone Support Analyst

Entity: WELL EMR Group

Job Type: Full Time

Location: Ontario or BC

WELL EMR Group is currently in need of a Phone Support Analyst to join our rapidly expanding operations team. This is a permanent full time role in the medical IT industry with Canadian Business Magazine’s 2015 Start-Up of the Year.

WELL EMR Group is a wholly owned subsidiary of WELL Health Technology (WELL.V), a publicly traded technology company based in Vancouver.

As a member of the team you will assist customers on the phone with using the software deployed by WELL EMR Group. While no technical background is needed, it is an asset in the role. The role is going to be mostly "Work from Home" but there may be occasional in office meetings so proximity to the offices is preferred in both Ontario and BC.

Key Responsibilities:

• Front line tech support to our clients by phone and email.
• Troubleshooting solutions to questions that arise in a timely manner.
• Becoming an expert in our software and staying on top of new and changing features.
• Working with the team to identify and solve potential product issues.
• Ensuring customer satisfaction with our service.
• Training customers on how to use the software.
• Informing management of recurring problems or Clients at risk.
• Offering suggestions to customers on how to implement the software in their practice.

Requirements:

• Good team player and comfortable dealing with all levels of management
• Good communication skills – oral (phones), written (emails), and presentation (training)
• Displays a positive attitude towards challenges and problems as well as routine maintenance and administration tasks
• Attention to detail
• Works well under pressure
• Ability to work independently
• Uses consideration and tact
• Exhibits high standards of business and personal ethical conduct
• Works on improving own knowledge, skills and attitudes
• Takes initiative, self-directed
• Follows through and delivers on promises and on time

Problem Solving:

• Isolates, defines, and resolves complex problems
• Makes realistic, practical, value-based decisions
• Keeps on track and moving forward
• Deals with situations in an open, objective, and flexible manner

Planning Skills:

• Prioritizes work and uses time efficiently
• Plan ahead to ensure that resources are available for daily and future actions
• Ability to meet constant deadlines
• Determines preventative actions for potential problems

Nice to Have:

• OHIP or BCP Billing Experience
• Good telephone manners and patience for customer support
• Bonus having any knowledge or experience with doctors' offices
• All software training will be provided
• An interest in technology a bonus

Minimum qualifications:

• Minimum 2 years of customer service
• Must be passionate about helping people
• Ability to communicate via phone call – as the job is Phone Support

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!