Can Technical Specialist

Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.

Summary of Position

Canada Technology Specialist is responsible for providing hardware and software technology implementation and ongoing support to ensure the needs of the Canadian business and external clients are met.

This role requires organization and coordination for planning and implementation of technology initiatives, passion for providing friendly, timely and professional customer service, high competence in solving technical issues related to hardware and software, communicating complex technical issues to both technical and non-technical audiences and a willingness to learn about Teladoc’s proprietary solutions.

This role is key in ensuring the successful, scalable growth of Teladoc Health Canada in providing timely access to high-quality care to Canadians.

Essential

**Responsibilities**:
Hospital and Health System Hardware and Device Procurement, Set-Up, Configuration: Support the Clinical Operations in Canada, liaison with international technology teams and interact with external Hospital and Health System clients, to manage the set-up, optimization, and ongoing support of Teladoc Health Telehealth devices, along with other end-user devices. Specifically including but not limited to:

- Serve as lead for procuring, installation and optimization of Teladoc patient care devices and other end user devices (laptops, tablets, mobile phones) and communicate expectations and requirements to onsite technical leads.
- Manage end-to-end asset tracking including inventory control, assignment and lifecycle monitoring of equipment and resources ensuring accurate documentation of inventory.
- Coordinate with logistics team to ensure on-time delivery and setup of hardware.
- Coordinate with internal and external technical support and/or project management on any issue resolution regarding installs prior to device arrival and post installation.
- Follow implementation plans as outlined by Project Management Team and communicate any issues or variances, as required.
- Work with hospitals to configure firewalls / routers and diagnose networking issues.
- Ensure all technical, clinical, and administrative contacts are documented for ongoing support.
- Set up and configure devices with appropriate software prior to shipment to client sites.
- Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams.
- Accurately document and update tickets in the CRM tool within the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.
- Maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.
- Assist in reducing support load by writing on-line support materials (FAQ's and KB's) and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.
- Analyze ticket data to identify patterns or trends and pinpoint operational issues and/or enhancement needs.
- Determine a course of action based on guidelines.
- Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Act as the central point of contact during incidents, ensuring timely communication with stakeholders while coordinating with responsible teams to track progress and ensure resolution.
- Analyze incident context to understand root causes and maintain clear, proactive status reporting throughout the incident lifecycle to stakeholders.
- Track service uptime against defined SLAs during and after incidents, noting any deviations to support transparency and ongoing service improvement.

Supervisory Responsibilities

no

Qualifications Expected for Position
- Bachelor’s degree with applicable major or equivalent demonstrated through a combination of the following: work experience, training, military experience, and/or education.
- 5+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution.
- Proficient in Mac, Windows, and IOS operating systems including device management programs.
- Must have an advanced knowledge of wireless and networking protocols.
- Ability to abide by third party vendor credentialing requirements.
- Excellent verbal and written communication skills. High competency in comm