Professional Edge Canada

Technical Support Representative

Technical Support Representative


  • Modify SQL queries to extract relevant data from clients’ databases.
  • Provide friendly and effective support for issues, problems and functional questions posed by customers, while: a) effectively triaging and setting appropriate customer expectations; b)thoroughly and concisely documenting interaction, and c) utilizing appropriate customer service skills, as business needs dictate
  • Connect with clients to gather all the information required to setup new accounts/campaigns and implement the same.
  • Prioritize and manage all open requests to ensure that they are resolved accurately and in timely manner within predefined SLAs.
  • Create documentation on resolution, which would enable new resources to adapt/learn quickly.
  • Help team members to resolve issues/requests efficiently.
  • Responsible for multiple projects or tasks showing ownership and accountability.
  • Establish and maintain a good relationship with clients.
  • Perform other related tasks and duties when required.
  • Provide on-call support to ensure urgent client requests are addressed and resolved within predefined SLAs.
  • Provide support on a rotational shift basis, as needed.


Required Skills and Experience

  • Post-secondary education in Computer Science, Computer Engineering, Information Systems,Information Technology, or related field or equivalent experience.
  • Must have 2+ years of experience in IT Industry ideally in technical customer support environment preferably with experience working with SaaS and cloud-based solutions.
  • Working knowledge of MS Office Suite, including Excel and Access. (Advanced Excel Skill an Asset.)
  • Proven customer service and problem solving skills, providing remote support services.
  • A proven track record of exceptional customer service skills with the ability to multi-task.
  • Demonstrated ability to solve problems with a sense of ownership, enthusiasm and innovation.
  • Highly organized, self-motivated, customer oriented and able to work within a team.
  • Excellent command of the English Language both written and verbal a must.
  • Any operational knowledge of the various Practice Management / Electronic Medical Record systems would be a bonus.
  • Experience with relational databases would be an asset.
  • Integration / Implementations experience in ETL of CSV / Data Base systems would be an asset.
  • Experience with HL7 protocols including but not limited to ADT, SIU, and ORM would be an asset.
  • Familiarity with Salesforce customer service tool is a plus.
  • Experience in Healthcare Industry is a plus.


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