Support Analyst

The Senior Support Analyst is responsible for resolving complex technical and functional issues related to the Meddbase platform. This role acts as an escalation point for junior analysts and serves as a key communication bridge for our advocate teams to ensure efficient, informed, and coordinated issue resolution. The role requires advanced product knowledge, strong troubleshooting skills, and the ability to closely collaborate with cross-functional teams to maintain high-quality support for customers., * Respond to escalated customer issues via phone or email, providing timely and accurate resolutions for complex cases related to the Meddbase platform.

• Troubleshoot advanced technical and functional issues, including configuration challenges, workflow inconsistencies, integrations, access problems, and system behaviour anomalies.
• Coordinate closely with the Technical and Functional Advocate teams, ensuring that issues requiring deeper technical investigation or workflow expertise are escalated, contextualized, and progressed effectively.
• Log all support cases in the customer support system with detailed notes, clear updates, and final resolutions to support team-wide transparency and continuity.
• Maintain regular communication with customers on escalation cases, providing proactive updates and managing expectations throughout the investigation.
• Partner with Engineering, Professional Services, Product Management, and other teams to resolve high-priority or complex issues.
• Identify recurring themes in escalations and communicate patterns to relevant teams to support root-cause analysis, product improvements, and knowledge updates.
• Mentor Analyst I and Analyst II team members by providing guidance, coaching, and technical assistance, helping to grow overall team capability.
• Contribute to improving support processes, recommending enhancements to workflows, escalation paths, documentation, and tooling.
• Maintain expert-level knowledge of Meddbase, staying informed as new features, modules, and platform updates are released.
• Uphold all security, compliance, and data-handling standards, reporting any security-related incidents immediately.
• Create, review, and maintain high-quality documentation and knowledge base articles, ensuring technical accuracy, clarity, and alignment with platform updates and best practices.
• Drive documentation improvements by identifying gaps, standardising formats, and ensuring the knowledge base supports both internal teams and customer self-service.

• A bachelor's degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience. Experience in occupational health, healthcare, or a related clinical field is an asset.
• Substantial experience in a software support, customer support, or technical help desk role, ideally within a SaaS or healthcare technology environment.
• Strong analytical abilities with demonstrated experience identifying root causes and proposing effective solutions to complex issues.
• Excellent customer service orientation with outstanding verbal and written communication skills suitable for both technical and non-technical users.
• Advanced understanding of cloud-based software systems and proficiency in learning new technical information quickly.
• Strong organizational skills with the ability to manage competing priorities, escalate when necessary, and deliver consistently in a fast-paced environment.
• Familiarity with ticketing systems (e.g., Salesforce CRM or similar).
• Ability to work independently and serve as a point of escalation while collaborating effectively with peers, senior support staff, and cross-functional teams.
• A proactive, positive attitude with a commitment to continued learning, knowledge sharing, and technical excellence.
• Willingness to work in a rotating shift schedule, including evenings, weekends, and holiday cover, as required.

· An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture · We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance · Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.) · Annual fitness allowance · Mental health support provided through access to Calm Premium meditation app and access to Talkspace · Access to Udemy, internal training programs, annual training allowance and certifications (if applicable), and High Talent Programs

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