Tundra Technical Solution Technical Customer Service Agent Contract in Mississauga, ON

Tundra Technical Solution

Branch Mississauga ON CA

Technical Customer Service Agent
Mississauga, ON

Technical customer service. This is a Sr Technical Customer Service role supporting beta release for PS Suite EMR customers….

Job Title: Technical Customer Service Agent

Location: Cambridge, ON

Duration: 10 Months

Extension: Yes


This is a Sr Technical Customer Service role supporting beta release for PS Suite EMR customers. The Senior Technical Customer Service Agent (STCSA) responds to customer product support questions in a professional, courteous and prompt manner. He/She works on problems of diverse scope that require the evaluation of a variety of factors and resolves the issues using domain expertise and expert problem solving skills. He/she is the lead on escalated issues and is a resource and mentor for less experienced support staff. The STCSA actively contributes to and updates the knowledge base and, troubleshooting and upgrade services to customer systems. The ability to communicate in French is considered an asset, but not mandatory. Duties & Responsibilities : * Problem definition, prioritization, analysis, recreation, and resolution * Independently researches and resolves customer issues including mission critical support requests and probable software defects. * Isolates product defects and provides complete problem documentation to development. * Diagnose issues spanning products outside of primary responsibility including third party software and multiple vendor OS and hardware environments. * Involves more senior staff, product development, management, other vendors, and Sales Reps and development in problem resolution in a manner that conserves staff time and yet provides resolution in a timely manner. * Interacts with third party vendors and suppliers in a professional and courteous manner that fosters a long-term partnership. * Actively participates in creation and review of content for the knowledge base. * Writes and/or reviews customer facing technical documents such as newsletters, notices, etc. * Participates in new product launch readiness which includes verifying existing installation, and upgrade processes, developing new processes where required, providing support to beta and pilot customer, preparing and delivering support readiness training. * Participates in developing and delivering training for products in functional area * May prepare and deliver presentations at internal and external conferences * Installs and configures new client systems (software and hardware) in both standard and non-standard environments. * Provides constructive feedback and assistance to management on support processes and procedures when required. * Provides customer and support feedback to product development related to product features and supportability. * Adhere to Incident, Problem, Change and Service Management based on ITIL best practices. Education & Experience : * College or University education in Health Informatics, Computer Science, Healthcare or related field * 4-10 years experience with a demonstrated ability to clearly communicate complex technical concepts and ideas * Thorough knowledge in one or more of the following areas: * Physician office workflow * Electronic Medical Systems * Operating Systems * Application Development * Networking * Computer hardware and peripherals * A solid understanding of troubleshooting methodologies, and familiarity with ITIL best practices.

Competency Requirements : * Client service focus * Strong oral and written communication skills * Tact and diplomacy * Organizational skills * May require evening and weekend work occasionally

Must Have Skills:

  • Electronic Medical Records product experience or worked in a clinical environment
  • Technical customer service
  • Knowledge of operating systems, networks and computer hardware

Nice to Have Skills:

  • Knowledge or experience working with the PS Suite EMR product
  • ITIL practices

Job Type: Contract

Required experience:

  • Technical customer service: 2 years
  • Experience with Electronic Medial Records: 2 years

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Mississauga, ON, CA
Posted on: 2017-01-25
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