Careers

Technical Support Analyst

August 23, 2019

Location: Victoria, BC, Canada

Job Description:

Job Title: Technical Support Analyst

 

Location: Victoria, BC, Canada

 

Are you looking to have a powerful impact on the company you work for?

Do you love the thrill of a challenge and thrive in a fast-paced, energetic environment? Do you enjoy working in a role where your singular focus and relationship building skills assist the organization in providing excellent service to customers? Procura (dba Complia Health) is looking for Technical Support Analyst to join our exceptional team —if you’re excited to help support organizations with software tools that will help them succeed, then this position was made for you!

 

Recently recognized as one of Inc. 5000’s fastest growing companies in the USA, Complia Health provides a fully integrated software solution for the health care industry with offices in the USA, Canada and Australia. We’re always striving to support our customers’ success, and it’s people like you who make it possible; people who look at problems differently and who are passionate about what they do. Come join our winning team and contribute to the excitement of growing our organization!

 

Summary 

The Technical Support Analyst responds to incoming customer inquiries on all modules of the Procura system and infrastructure. This role manages the customer requests from initial contact to successful resolution. This position is also responsible for answering customer questions regarding the use of the product and maps the issue of the product to business processes in home healthcare, hospice, private duty and staffing agencies.

 

Essential Duties and Responsibilities

  • Answer calls from live phone system and log calls using computer call tracking system.
  • Listen to the customer request, determine the customer needs, establish a plan, and communicate that plan to the customer.
  • Acting as an escalation point for product related technical questions and requests.
  • Accurately maintain the customer ticketing database and call resolution details.
  • Proactively learn and maintain a working knowledge of new features and other product platforms.
  • Follow established workflow and processes for troubleshooting and researching customer issues.
  • Assist customers with the following:
  • •Application and database maintenance/deployments
  • •Software installations and upgrades
  • •Mobile, end-user and web application installations
  • •SQL performance monitoring and maintenance planning
  • •Application-layer technical troubleshooting
  • Creating and maintaining technical documentation.
  • Dealing directly with vendors for support as required.
  • Assist the Team Lead with other tasks as required.
  • Occasional scheduled and unscheduled evening and weekend time requirements.

Participate in on-call rotation.

 

 

 

Knowledge, Skills and Abilities

 

Experience in the following areas is an asset: 

  • Microsoft Exchange Server / Exchange Online / O365 Administration
  • Public Cloud - Amazon Web Services, Azure
  • Best practices relating to maintenance and troubleshooting
  • General networking principals (DHCP, TCP/IP communication, DNS etc.)
  • Basic Microsoft SQL Server administration
  • SSL Certificate Management
  • Creation and maintenance of technical documentation
  • Analytical approach to problem solving with a critical thinking path
  • Strong written and verbal communication skills
  • Ability to multi-task in a self-directed environment
  • Relationship management within all levels of a company
  • Demonstrate ability to navigate on a fast-paced team while ramping up with a high learning curve
  • Problem resolution from inception to resolution with root cause analysis
  • Assist clients with multi-faceted issue resolution while maintaining a trusted advisor role

 

Qualifications

  • Bachelor’s degree or equivalent; preferred concentration in Health Informatics, Computer Science or related field
  • Minimum of 2 years related experience in a technology field
  • Experience in an application, systems, or IT supporting role
  • Previous support desk experience
  • Working knowledge of Microsoft SQL Server
  • Working knowledge of client and server operating systems such as: Windows 7, 8 and 10, and Server 2008, 2008R2, 2012, 2012R2, 2016
  • Working knowledge of Microsoft Office products, Windows and Mobile OS

How to Apply

If you’re interested in joining a global leader in the rapidly expanding business of home health care, then joining Complia Health is the right decision for you! Ready for your new challenge? Email your resume and cover letter to careers@compliahealth.com.

 

For more information about our company and our products, please visit our website – www.compliahealth.com.

 

Thank you for your interest in Complia Health! Only shortlisted candidates will be contacted.

 

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