Operations Coordinator - Technical Support

Founded in 2010, MEDFAR Clinical Solutions revolutionizes healthcare with our MYLE Integrated Care platform, the first web-based electronic medical record (EMR) in Quebec. Trusted by 15,000 healthcare professionals daily, we impact over 20 million patients across North America. In 2023, we proudly earned a coveted spot on Deloitte’s prestigious Fast50 and Fast500 lists, a testament to the exceptional contributions of our employees driving our success. Join us in transforming healthcare locally and globally, as we strive to empower 500,000 care providers to reach 500 million patients by 2030.

Job Description

Reporting to the National Director of Client Services, you will join our Technical Support team and play a key role in driving operational excellence across the department.

As a Technical Support Operations Coordinator, you will be responsible for improving operational processes, monitoring departmental performance, and supporting the tools and systems that enable our Technical Support team to succeed. Working cross-functionally, you will help optimize workflows, improve service quality, and contribute to continuous improvement initiatives across the organization.

This role offers the opportunity to develop deep expertise in MYLE, our internal processes, and the operational side of customer support while making a meaningful impact on the team's performance.

Main Responsibilities

• Configure and maintain the tools used by the Technical Support department.
• Document, update, and communicate departmental procedures and operational documentation.
• Identify operational gaps and recommend process improvements and workflow optimizations.
• Provide recommendations to improve departmental efficiency and performance.
• Compile, analyze, and present individual and departmental performance metrics.
• Maintain operational dashboards and reporting.
• Prepare call volume, email volume, and workforce forecasting.
• Contribute to budget planning and performance tracking.
• Support ISO, quality assurance, and continuous improvement initiatives.
• Prepare reports and presentations for leadership.
• Participate actively in cross-functional meetings.
• Train and onboard new employees on departmental procedures, systems, and tools.
• Provide operational support by answering calls and emails when required.
• Perform other related duties as assigned.

Working Conditions

• Contract: Permanent, full-time (40 hours per week)
• Working model: Hybrid
• Candidates must reside in the province of Quebec.
• Fluency in French and English is required for the role

Qualifications

• College diploma (DEC) or university degree in a related field.
• 3–5 years of experience in technical support, customer support, or an operations-focused role.
• Strong Salesforce knowledge (power user experience is a significant asset).
• Experience with generative AI tools (ChatGPT, Claude, etc.) and AI automation platforms.
• Strong proficiency with Windows environments, Google Workspace, and office productivity tools.
• Excellent analytical, problem-solving, and process improvement skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational skills and attention to deadlines.
• Results-oriented team player with a proactive mindset.
• Full professional proficiency in both French and English (written and spoken).

Additional Information

• Remote work and flexibility
• RRSP contribution
• Healthcare insurance from day one
• Paid time off: 3 weeks
• 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 directly contributes to improving Technical Support operations while helping modernize healthcare across 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 .