Support Analyst I

Key Responsibilities:

• 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.

Qualifications:

• 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.