Job: Implementation & Support Consultant

Who We Are:

We are a fast growing Victoria, BC based Software as a Service (SaaS) communications provider focussed on enhancing patient care through more effective, timely and collaborative communications. Our solutions can be found internationally, changing the way healthcare communications work.

Why Us?

• Most popular and modern technologies to work with such as Github, CircleCI, Slack, etc.
• Unlimited headroom for personal and professional development
• A cool, exciting and challenging product to work on
• A fun team and welcoming environment
• All the responsibility you want (and can handle), as well as the ability to contribute to many areas of the business and be involved with a variety of challenges
• Freedom and trust to do what you do well
• A vibrant startup environment in one of the most beautiful cities in the world
• Flexible working hours
• Competitive salary, terrific growth opportunities and full benefits

The Role:

Telmediq is looking for bright, talented people to help us continue to build and evolve our next generation secure communications platform. For this role, Telmediq is seeking an Implementation & Support Consultant motivated to be part of a team whose goal is to revolutionize Healthcare Communications.

You will work with our external customers, and internal multidisciplinary team of developers, designers, services and sales professionals who are focused on the next generation of healthcare applications and workflows. Our team members are recognized as thought leaders in mobility, development and UX.

In this role you will be a lead driver furthering our Customer Onboarding process, and conduct on-call support. This position is ideal for a support professional with a background in technology, and experience implementing software solutions in a distributed environment for small or medium size organizations. We are looking for someone who will bring passion and drive towards ensuring our high quality of service is maintained.

You will have experience in providing technical support to a customer base primarily via telephone and email. You will also be involved in account setup and provisioning. There will be an ‘On Call’ element of the role where you will be expected to be available for rapid response to customers outside of regular business hours on a periodic basis. You will also have an opportunity to contribute to the build-out of our support organization including the implementation customer facing content.

We are a small and growing team, and as a result this role has a lot of upward mobility as well as an aggressive employee ownership plan. Your DNA will be that of a challenge seeker and a problem solver. You are not happy with the status quo.

Primary Responsibilities:

• Provision new customer accounts onto our service
• Provide technical support, either via telephone, email, directly with end users, diagnosing and resolving product and installation issues
• Create and maintain content for a customer facing knowledge base
• Create and/or contribute to ongoing process improvement and help us maintain a top performing support and operations organization

• A minimum of 2+ years’ experience in a technical service and/or customer service support role, preferably in the high-tech environment
• A degree or certificate in a technical field (Engineering, Computer Science, IT) is preferred
• Excellent written and verbal communications skills in dealing with customers in a courteous and professional manner
• Strong problem-solving and investigation skills to resolve customer issues to satisfaction
• Ability to work independently and show good judgment in decision making based on process guidelines and customer satisfaction requirements
• Proficient in English
• Have a valid passport and available to travel throughout North America
• A criminal background check will be performed as part of the application process

Job Type: Full-time

Experience: Technical Support, 2 Years (Preferred)