Technical Support Analyst (Software)

May 13, 2019

Location: Ontario, Canada (Remote)

Job Description:

Job Title: Technical Support Analyst (Software)

Location: This is a remote opportunity for candidates residing in Ontario, Canada.


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!



 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.


This is a remote opportunity, preferably with candidates residing in Ontario, Canada.


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.
  • •  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 the Team Lead with other tasks as required.
  • •  Assist customer 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
  • •  Participate in on-call rotation.


Knowledge, Skills and Abilities


  • •  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




  • •  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


For more information about our company and our products, please visit our website –


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

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