Associate, Customer Support

Job Description

As a Technical Support Analyst, you will support users of our Plexia software. Your contribution to the customer support team will have a direct and significant impact on the satisfaction of our customers. Reporting to the Technical Support Team Leader, you will join a multidisciplinary team whose mandate is to help our clients when they encounter technical problems.

In addition, as part of our support team, you will learn the intricacies of Plexia and be equipped to grow within the company in any direction you choose. Whether your interest is in customer success, sales, product management, R&D or something else, many MEDFARians have grown up starting here and we want you to be the next!

• Respond to technical calls and emails from software users.
• Define, analyse and solve technical problems related to the software.
• Troubleshoot hardware issues: fax machines, scanners and printers.
• Configure and troubleshoot uploaders.
• Support users in the use of software modules.
• Advise and guide users in the operation and configuration of their electronic environment.
• Participate in the development of technical documents to enrich the knowledge bank.
• Document incident tickets and interventions in our tracking software.
• Contribute to the functional evolution of the software.
• Expertise and experience will be acquired and learned regarding technical Customer Support, EMR and medical clinic workflows.
• Any other related tasks and daily office routines.

• Perfect English, both verbally and in writing.
• Experience in client‑facing roles, in support, call centre, sales or similar roles.
• Technology savvy, with the ability to learn and effectively use new technological tools.
• Knowledge of the medical system in BC.
• Willingness to work full‑time.
• Willing to prove themselves by being resourceful and finding solutions even when there is no clear path.
• Be committed to continuous growth and learning.
• Reside and have legal authorisation to work in Canada.

• Contract: Permanent, full‑time (40 hours/week)
• Work mode: Hybrid or remote (within the province of British Columbia only)
  • Occasional in‑office presence may be required during the year (for events or team meetings, for example).
  • Candidates must reside in the province of British Columbia.

This is a full‑time position of 40 hours per week, from Monday through Friday. You will be assigned a specific schedule; candidates must be available Monday through Friday, between 7:00 a.m. and 6:00 p.m.

• Remote work and flexibility (supporting work‑life balance)
• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks + 1 additional week between Christmas and New Year
• An onboarding programme to help you get familiar with our environment and the digital healthcare field
• All IT equipment is provided, with additional gear if needed
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives to foster team cohesion, mental health, and employee well‑being
• A company culture focused on transparency, collaboration, and innovation
• Salary: $50,000/year

Join a dynamic and innovative environment where your work has a real and wide‑ranging impact, helping to modernise healthcare in Canada and internationally.