Customer Support Analyst

About Ava Industries At Ava Industries, we’re transforming healthcare delivery by empowering providers with innovative tools that strengthen patient interactions. Our state-of-the-art, cloud-based EMR (Electronic Medical Records) software—designed by family doctors specifically for primary care providers—prioritizes user-friendly design and efficient patient management. We believe that technological innovation can address the challenges of healthcare delivery and restore joy to the practice of medicine. As the fastest-growing EMR company in Western Canada, we’re building a fully remote team across the country, with our headquarters in Calgary, AB. Our team embodies our core values of innovation, transparency, adaptability and cooperation in providing timely solutions for our clients. We foster a collaborative and innovative environment with a strong company culture that values work-life balance and a shared passion for making a positive impact on healthcare. If you’re looking to join a team that embraces challenge, values continuous innovation, and appreciates your contributions, we’d love to hear from you Who We Are Looking For We are seeking a highly motivated and experienced individual with a background in both Medical Office Administration (MOA) and customer service, ready to transition their skills into a rewarding career as a Customer Support Analyst and Trainer. Experience in customer service or hospitality is a great asset, Ava values people who know how to create exceptional experiences. In this role, you will be the primary point of contact for our valued customers, providing exceptional support and training on Ava Industries’ EMR software. You will have the opportunity to make a real difference in the healthcare industry by empowering clinics to optimize their workflows and enhance patient care. This is a full-time, permanent position with the flexibility of working remotely from Vancouver, British Columbia. While the role is primarily remote, occasional travel may be required for company meetings or client site visits. Our core Customer Support hours are 8 AM to 6 PM MST, Monday to Friday. What You'll Do Provide exceptional customer support to clients via phone and email Troubleshoot software issues and provide effective solutions Deliver comprehensive training to new and existing users on Ava, both remotely and occasionally in-person Develop and maintain customer-facing resources, including user guides, training manuals, and video tutorials Collaborate with the development team to identify and report software bugs and areas for improvement Stay up-to-date on the latest features and updates to our Ava Deliver detailed messaging to our customers on the latest releases, including updating Ava's website Contribute to the ongoing improvement of our Customer Support processes What You'll Bring Minimum 2 years of experience as an MOA in a medical office or hospital setting Experience in hospitality or customer service is considered an asset and will be highly valued. Exceptional interpersonal, verbal, and written communication skills with the ability to build rapport with customers Ability to problem-solve issues and find solutions effectively Proven ability to train individuals in a clear and concise manner Highly organized with meticulous attention to detail Proficiency in Google Workspace and experience creating documents, spreadsheets, and presentations Strong understanding of medical terminology and clinical workflows. Proficiency with EMR software (ie: Wolfe, Accuro, Netcare, ConnectCare, CareConnect [BC]) Familiarity with relevant legislation, including the Alberta Health Information Act, BC Public Health Act, PIPEDA, and FOIP Self-motivated with a strong work ethic and a passion for continuous learning Benefits of Joining Ava Industries Make a real difference in the healthcare industry Be part of a dynamic and supportive team, with a strong emphasis on culture Enjoy a flexible, remote work environment that prioritizes work-life balance Competitive salary and benefits package Opportunities for professional growth and development To Apply Please submit your resume and cover letter. Additional Requirements Proof of education and a minimum of 2 professional references are required. Access to a vehicle as needed. Remote work and clinic site visits. #J-18808-Ljbffr