Technical Support Specialist

2 weeks ago


Kingston, Canada Novari Health Inc. Full time

Company Overview

Based in Kingston, Ontario, Novari Health specializes in designing, building, and deploying enterprise-scale software solutions that improve access to care for patients and improve the delivery of healthcare. Our Novari Access to Care integrated software platform enables eReferrals, coordinated care, telemedicine, eBooking, wait list management and air traffic control functionalities, helping patients get the right care at the right time by the right provider.

Kingston, Ontario, consistently ranks as one of the best places to live in Canada, offering amenities and a low cost of living. Our team is composed of intelligent, dynamic individuals with diverse skill sets, accomplishing great things for the healthcare system and patients. Creativity, initiative, problem-solving skills, a can-do attitude, and a strong work ethic are hallmarks of our team members.

Role Overview

As a Technical Support Specialist reporting to the Customer Operations Manager, you will collaborate on client support, diagnose and resolve application issues, and ensure seamless operational maintenance. Your responsibilities include:

  • Client Communication: Engage with clients via email and Teams meetings to understand, reproduce, and troubleshoot technical issues and concerns.
  • Backend Investigation: Identify and investigate issues within the Application backend systems, including configuration, integration, and databases.
  • Incident Management: Utilize incident management software such as Better Stack to acknowledge and resolve critical incidents.
  • Monitoring Implementation: Deploy monitoring tools like Azure Monitor and Dynatrace for proactive system health monitoring.
  • Team Collaboration: Document investigations on tickets and collaborate with internal technical teams.
As a Technical Support Specialist, you willInteract with Clients
  • Act as the point of contact for support coordinators from hospitals and healthcare regions, providing exceptional technical support.
  • Respond promptly to client inquiries, demonstrating a deep understanding of our software solutions.
Problem Solve
  • Utilize technical expertise to diagnose, reproduce, and troubleshoot application issues efficiently.
  • Document issue details and investigation steps, escalating to the next level of support if required.
  • Work closely with clients to understand their unique challenges and document the business impact, urgency, and priority of reported issues.
Create Documentation
  • Develop and maintain comprehensive documentation, including FAQs and troubleshooting guides for common application issues.
  • Empower 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 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, ensuring swift resolution.
  • Proactively identify potential challenges and contribute to the development of preventive measures.
Implement and be Responsible for Alerting Systems
  • Spearhead the implementation of monitoring and alerting mechanisms using tools like Dynatrace and Better Stack.
  • Ensure real-time monitoring of application performance and provide recommendations for continuous improvement.
Education and Experience
  • 1 – 3 years of previous experience in a similar technical support role.
  • Degree or diploma in a related field.
  • Knowledge of ITIL practices and experience in troubleshooting SQL Server and databases.
  • Experience in Azure Dev-ops and Cloud Azure PaaS and SaaS environments.
  • Ability to communicate technical concepts to technical and non-technical staff.
  • Familiarity with Scrum and agile processes.
  • Strong knowledge of browser debugging tools.
Organizational Responsibilities
  • Compliance with applicable privacy and employment legislation, and company policies.
  • Ownership of a valid passport and participation in a supportive team environment.
  • Continuing professional development to stay current with industry standards.
Working Conditions
  • Prolonged periods of time at a computer, with tight deadlines and multiple priorities.
  • Open office floor plan with ambient noise.
  • Possible overnight travel as required.
Hours of Work
  • Monday to Friday, 8 hours per day, with flexibility in start times.
  • Minimum of 40 hours per week, with additional hours/days as needed.
  • Designated as “on-call” staff, responsible for after-hours support calls.
To Apply

Please submit your resume, cover letter, and references with salary requirements. No phone calls or drop-ins, please. Only candidates selected for an interview will be contacted. Novari Health is committed to inclusive and accessible employment practices. If you require accommodation to fully participate in the hiring process, please notify the Recruitment Team.

Job Type: Full-time



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