Support Enablement Specialist

Company Description
With 40 years of expertise, LGI Healthcare Solutions develops technological software for the healthcare network. We specialize in providing solutions for clinical, financial and material management, performance and analysis, and workforce management, which includes payroll management. Innovation is at the heart of our activities and we partner with our customers to solve crucial issues and ensure the well-being of patients and all members of the health sector. Today, our solutions support 320,000 healthcare professionals and over 6 million patients.

At LGI Healthcare Solutions, we value diversity and equal access to employment for all. Should you require specific assistance during the recruitment and integration process, don't hesitate to let us know. It will be our pleasure to accommodate you while respecting the confidentiality of your personal information.

Job Description
In a context where the complexity of requests is increasing, tools are evolving rapidly, and performance is more than ever at the heart of the customer experience, the
Support Enablement Specialist
aims to equip our agents so they can be more efficient, better trained, and able to resolve requests more quickly and consistently.

While neither a Manager, nor an Agent,
this role acts as a performance catalyst
: this person ensures knowledge transfer, optimizes internal processes, documents procedures, and coordinates targeted improvement initiatives. Strategically enabling support to eliminate operational irritants, reduce errors, accelerate training, and assist the performance growth of leaders and advisors.

Main Responsibilities
Operational Support & Skills Development

• Provide agents with guides, response templates, scripts, and best practices.
• Organize knowledge-sharing sessions (office hours, technical FAQs, cross-training).
• Contribute to the continuous improvement of knowledge bases and diagnostic processes.
• Design and lead training, onboarding, and upskilling programs.

Process Optimization

• Identify friction points in support operations and recommend practical solutions.
• Define quality standards (ticket structure, response times, case handoff).
• Support the implementation of new tools or features with a balanced approach between "advisor experience" and "customer experience."

Incident Management Support

• Actively participate in collaborative support models (swarms) or coordinate efforts during major incidents.
• Document recurring causes, contribute to root cause analyses (RCAs), and corrective action plans.

Execution of Strategic Improvements

• Contribute to performance optimization initiatives (resolution time, backlog, aging, etc.).
• Ensure follow-up and coordination of cross-functional initiatives in collaboration with support managers.

Success Indicators in this role will be:

• Reduction in average resolution time and backlog.
• Improvement in customer satisfaction score (CSAT) and first contact resolution rate (FCR).
• Decrease in operational errors and unnecessary escalations.
• Increase in Agents' autonomy.
• Successful implementation of internal improvement projects (e.g., new processes, tools, documentation).

Qualifications

• 5+ years of experience in a role related to technical support, continuous improvement, or operations/incident management.
• College diploma.
• ITIL certification is an asset.
• Excellent analytical, communication, and technical simplification skills.
• Knowledge of support tools (e.g., Microsoft, Jira, and other tools).
• Proven experience in delivering training, supporting operations, and optimizing processes.
• Bilingualism is required, as the candidate will work with documentation in both French and English, and will communicate—both orally and in writing—with French- and English-speaking partners, clients, suppliers, and colleagues.

Additional Information

Here are the many benefits to ensure your personal and professional well-being as well as financial health:

• Remote, in-office, or hybrid work, with the option of flexible hours to promote balance and performance
• Group insurance plan and group RRSP with employer participation in effect from day one
• Minimum of 3 weeks vacation + 5 days personal leave per year
• Access to a telemedicine service and a complete assistance program for all employees and their family
• Access to a leading e-learning platform and hours allocated for training and professional development
• More than 40 years of expertise in the health IT field opens the door to many career opportunities
• Projects integrating Agile methodology
• Employee discount program
• An organizational culture rooted in the values of courage, determination, excellence, and collaboration around which we come together to develop technology solutions for the healthcare field.

If you are interested in this position, we would be very happy to tell you more about the role, the team, and life at LGI Healthcare Solutions.
Apply now