Application Support Specialist

2 weeks ago

British Columbia BC, Canada Altea Healthcare Full time

Company: Altea Healthcare/Aarista TechnologiesJob Title: Application Support Specialist Location: Burnaby, British Columbia (on-site, 5 days a week)Salary Range: CA$50,000-$70,000 depending on experience and expertise Overview We are seeking an Application Support Specialist to join our team and support the day-to-day operation of our EHR platform. This role serves as a key link between our customers, product team, and engineering, helping ensure issues are resolved efficiently and users have a smooth experience. The responsibilities of this role are to investigate reported problems, validate bugs, provide clear documentation, and help maintain a high standard of platform reliability. This is a great opportunity for someone who enjoys problem-solving, communicating with users, and working with modern SaaS tools. Responsibilities Monitor, triage, and manage all incoming Freshdesk tickets, ensuring timely acknowledgement and routing. Investigate user-reported issues by gathering details, reproducing behaviors, and documenting clear steps. Use web browser developer tools (Console, Network tab, elements inspection) to debug and analyze front-end issues. Identify whether issues stem from user behavior, configuration, or platform defects, and escalate as needed. Collaborate closely with product managers and engineers by providing detailed ticket notes, logs, and reproductions. Track recurring issues and suggest improvements to workflows, documentation, or product features. Maintain and update internal knowledge base articles and operational documentation. Provide support during product updates or releases, assisting with testing and validating changes. Perform occasional weekend check-ins to briefly monitor for urgent tickets and escalate when necessary (quick check-ins only - not full on-call). Requirements Experience with Freshdesk or similar ticketing/support platforms. Strong analytical and troubleshooting ability with a structured approach to problem-solving. Ability to inspect and diagnose issues using web browser developer tools. Excellent written and verbal communication skills, especially in documenting technical findings. Strong organizational skills with the ability to manage multiple tickets and priorities. Familiarity with SaaS environments or healthcare/clinical software is an advantage. Coding experience is not required but is considered a plus. Nice to Have Experience working with EHR/EMR systems, clinical workflows, or healthcare operations. Knowledge of SQL, APIs, or software debugging concepts. Exposure to QA, product development lifecycles, or user acceptance testing. Ability to create or improve support documentation and customer FAQs.

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