Technical Support Team Leader

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy).

Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative.

Job Description

As Technical Support Team Leader you will be responsible for overseeing and coordinating all user technical support activities. Your contribution to the technical support team will have a direct and significant impact in the department’s quality and on-time compliance. Your areas of intervention are to monitor the team's work and to coach team members while providing support on incidents related to the use of our software, MYLE. Under the National Director of Customer Services, you will join a multidisciplinary team whose mandate is to help our customers when they encounter technical problems.

Responsibilities 

• Lead a team of Level 1 and Level 2 technical support agents responsible for providing the best services to our clinical users.
• Create, prioritize, assign, and monitor daily tasks and the work-progress of the team based on deliverables.
• Supervise the performance of the team in relation to the defined KPIs.
• Coach team members and support them in their skills development.
• Follow-up and manage escalations.
• Perform functional and technical analysis on requests documented in the ticketing system (Salesforce).
• Organize and manage team meetings.
• Report to the Director of Customer Services on the progress of the team's tasks and propose corrective measures when necessary in order to meet the objectives set.
• Work closely with the team of developers to resolve technical issues that are beyond the capabilities of the department.
• Collaborate with other departments in order to maximize the satisfaction of our customers.
• Document the procedures of the department.
• Contribute to documenting the internal and external knowledge base.
• Provide training and onboarding to new team employees.
• Participate in the recruitment of new team members.
• Perform other related duties.

Qualifications

• Expert knowledge of MYLE
• Completed college studies (DEC) in computer science or other related discipline.
• 3 to 5 years of experience as a team leader in customer or technical support (nice-to-have)
• Mastery of the PC environment, its software and G Suite.
• Knowledge of scripting language (SQL).
• Good communicator and listener, who can share his/her opinion.
• Motivated by the achievement of results and able to lead, train, coach and motivate a team in terms of performance and the achievement of objectives.
• Excellent organizational skills, priority management and respect of deadlines.
• Ability to manage multiple tasks simultaneously and to work under pressure.
• Flexibility and adaptability.
• Capable to assume responsibility. 
• Advanced bilingualism (fluency in French and English both oral and written).

Working Conditions:

• Location: Montreal
• Permanent full-time position (40 hours per week)
• Hybrid work model
• Languages : Fluency in French and English, both written and spoken, is required.

Additional Information

What’s in it for you?

By joining MEDFAR, you will be part of a purpose-driven organization whose product is disrupting and digitizing health care, making doctors’ and healthcare workers’ lives easier, while enabling better patient health outcomes. Becoming a MEDFARian also means having the opportunity to be part of an innovative community and working in a dynamic environment where your work will have a meaningful and tangible effect not only on your team and the business but most importantly on the healthcare industry. 

• 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
• Annual training allowance ($1,500) to support your professional development
• An onboarding program 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

Join a dynamic and innovative environment where your work has a real and wide-reaching impact, helping to modernize healthcare in Canada and internationally.

With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French. 

At MEDFAR, we value diversity, equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity or abilities.As part of our commitment to a fair and inclusive recruitment process, we offer accommodation to candidates who request it. If you need accommodation during your interview, please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program ( EEOP ). We encourage applications from women, visible minorities, ethnic minorities, aboriginal peoples and people with disabilities. When applying, we invite you to complete this section, which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory, but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process, please consult this guide .