Technical Support Lead

2 weeks ago

Richmond, Canada Change Healthcare Full time

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

**Please review the full template and ensure that you have removed all instructional sections prior to posting.**

**Work Location**:
“Richmond, BC. Open to Remote - Canada

**Position**:
As a technical specialist, a Technical Support Lead is expected to lead Root Cause Analysis activities that come as a result of complex issue troubleshooting and various other projects they oversee.

**Core Responsibilities**:

- Troubleshoot complex multi-system issues which utilize some of the following technologies: proprietary Change Healthcare software, Local & Wide Area Networks, Windows Servers and workstations, Enterprise-class hardware & storage systems, and Oracle databases and other industry relevant systems and methodologies
- Liaison with internal teams, including R&D, Technical Response, Systems Engineering, Production &Installation, and Sales as required to deliver on customer requests
- Demonstrate an active leadership role in the zone assisting in the development of a collaborative work environment and productive culture
- Assist team members with troubleshooting and resolving complex technical issues
- Proactively assist team members with installation and configuration tips and best practices
- Understand the rationale behind, and closely follow, departmental best practices
- Advocate knowledge sharing between internal and external teams by being an active contributor to knowledge management by way of creating articles, updating outdated articles, conducting knowledge breaks, etc
- Identify opportunities for further team education and growth and assist in the technical development of the department
- Provide Technical expertise as the technical lead in assigned customer escalations and other support project
- Contribute to a fast-paced and highly collaborative team-based work environment
- Ability to develop in-depth product knowledge and a commitment to continuous learning and personal development
- Meet the current job outputs near flawlessly as measured by established quality metrics
- Ability to provide on-call pager support that is scheduled on a rotating basis. Stipends are provided for on-call work.

**Working Conditions/Physical Requirements**:

- General office demands

**Travel**:

- 0-25%
- Travel, on occasion, to customer sites to participate in system upgrades and provide on-site support

**Unique Benefits**:

- Flexible work environments
- **Ready, Set, Grow** Career Development Center & access to **Change Healthcare University** for continuous professional learning & development with more than 5,000 training assets
- Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
- Employee wellbeing programs and generous health plans
- Educational assistance programs
- US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
- Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
- **Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.**

**Diversity, Equity & Inclusion***:

- At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.

**COVID Vaccination Requirements

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