Technical Support Specialist

Description

Vitalhub Corp. and its subsidiaries provide technology to health and human service providers including hospitals, regional health authorities, mental health, long-term care, home health, community and social services. The Company's solutions span the categories of electronic health records (EHR), case management, care coordination, patient flow, operational visibility, workforce automation and mobile apps.

VitalHub is based in Toronto, ON, and is publicly traded on the TSX under the symbol “VHI”.

Role Overview

As a Technical Support Specialist reporting directly to the Customer Operations Manager, you will play a pivotal role in collaborating on client support, diagnosing, and resolving application issues, and ensuring seamless operational maintenance. Your responsibilities include:  

Client Communication: Engaging with clients via email and Teams meetings to understand, reproduce and troubleshoot technical issues and concerns.  

Backend Investigation: Identifying and investigating issues within the Application backend systems like configuration, integration, platform, different modules and database.   

Incident Management: Utilizing incident management software such as Better Stack to acknowledge and resolve critical or after hour Incidents  

Monitoring Implementation: Deploying monitoring tools like Azure Monitor, Better Stack, and Dynatrace for proactive system health monitoring.  

Team Collaboration: Document Investigation on tickets collaborate with other internal technical teams like Engineering, Architecture, Platform, etc.  

As a Technical Support Specialist, you will: 

Interact with Clients:

Act as the point of contact for Support coordinators from hospitals and healthcare regions, providing exceptional Application technical support.  

Respond promptly to client inquiries, demonstrating a deep understanding of our software solutions and their functionality.  

Problem Solve

Utilize your technical expertise to diagnose, reproduce and troubleshoot application issues efficiently.  

Document all the details of the issue reported, investigation steps performed and escalate to next level of support if require

Work closely with clients to understand their unique challenges. Identify and document the business impact, urgency and priority of an issue reported by the client.  

Create Documentation

Develop and maintain comprehensive documentation, including FAQs and troubleshooting guides for common application issues  

Empower both clients and internal teams with well-documented resources, enhancing overall system understanding and minimizing resolution times.   

Collaborate Across the Organization:

Effectively manage escalations and collaborate with cross-functional teams, including Technical Delivery, Engineering, and Operations, to address complex technical challenges.  

Provide valuable insights to the engineering team based on client feedback, contributing to continuous product improvement.   

Identify Issue Patterns

Systematically manage and identify patterns in client issues, working closely with internal stakeholders to ensure swift resolution.  

Proactively identify potential challenges and contribute to the development of preventive measures to enhance overall system reliability.  

Implement and be Responsible for Alerting Systems

Spearhead the implementation of monitoring and alerting mechanisms, leveraging state-of-the-art tools such as Dynatrace, Better Stack, Azure Monitor, etc. To build monitoring that alerts on symptoms rather than outages.   

Take full responsibility for the seamless integration and functionality of these systems, ensuring real-time monitoring of application performance.  

Conduct analysis of monitoring systems to proactively identify potential areas of concern.  

Provide insightful recommendations to engineering teams based on your analysis, contributing to continuous improvement and optimization of application performance.  

Education and Experience

1 – 3 years previous experience in a similar technical support role.   

Degree or diploma in computer science, computer systems engineering, software engineering, web design, or a field related to the industry  

Knowledge on ITIL practices and framework  

Knowledge and experience in troubleshooting issues related to SQL server & database  

Knowledge and experience in Azure Dev-ops  

Knowledge and experience in Cloud Azure PaaS and SaaS environments  

Able to effectively communicate technical concepts to other technical and non-technical staff members  

Familiar with Scrum and agile process  

Demonstrated aptitude for learning new technologies

Effective written and verbal communication skills  

Excellent teamwork and time management skills with the ability to work well under pressure, meet set deadlines, complete tasks with minimal supervision and complete overlapping projects  

Strong knowledge of browser debugging tools for all major browser types  

Organizational Responsibilities

Compliance with all applicable privacy legislation  

Compliance with all employment legislation  

Compliance with all Vitalhub policies  

Ownership of a valid passport  

Participation in an inclusive and supportive team environment  

Continuing professional development to stay current with industry standards  

Additional duties as required
 

Working Conditions

Employee may sit for prolonged periods of time  

Prolonged periods of time viewing computer monitor and keyboarding  

Tight deadlines, with multiple and rapidly changing priorities  

Interacting with internal and external stakeholders  

Open office floor plan with ambient noise and a regular flow of people around the office  

Employee may be required to travel (overnight) as required
 

Hours of Work

Monday to Friday, 8 hours per day, starting at 0800, 0830 or 0900, as agreed upon between the employee and their manager  

Minimum hours of work each week is 40, unless otherwise agreed to between the employee and their manager  

Employee may be required to work additional hours/days to meet deadlines  

Employee is designated as “on-call” staff member.  (Employees is Responsible for responding to after-hours support calls within 1 hour of initial contact when designated as being on-call for a given week.)  

Vacancy Status: This posting represents an active vacancy for which we are currently hiring. 

VitalHub is committed to equal opportunities in employment. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who may contribute to the further diversification of ideas. VitalHub is committed to reflecting the diverse communities it serves and to practicing cooperation, respect, and openness with its employees, customers, and candidates.

At VitalHub, we see hiring as a deeply human process. While we use technology to improve efficiency, people, not algorithms, make our hiring decisions. AI is used in limited, administrative ways, such as helping schedule interviews and supporting our applicant tracking system with basic keyword matching.

We do not use AI to evaluate candidates, conduct interviews, or make hiring decisions. Every application is reviewed and every decision is made by real people who are focused on finding the right fit for both the candidate and VitalHub.