Customer Support Representative

Who we are OSCAR Pro, a leading Electronic Medical Records (EMR) platform in Canada, is part of the WELL Health Technologies family. Initially developed by McMaster University’s Department of Family Medicine, OSCAR Pro was built on a foundation of collaboration to improve healthcare delivery and patient outcomes. We have integrated innovations from various OSCAR service providers to offer a robust, secure, and versatile solution tailored to the diverse needs of clinics of all sizes. Our platform empowers healthcare providers by streamlining administrative tasks, enhancing clinic efficiency, and enabling more time for patient care. With features like digital patient engagement, secure messaging, and seamless integration with other healthcare systems, OSCAR Pro reduces the administrative burden on clinics and improves the overall patient experience. Our mission is to empower practitioners to deliver high-quality care while spending less time on administration. By providing cutting-edge digital tools, we ensure that healthcare professionals can focus on what truly matters—improving patient outcomes and experiences. Who we need Reporting to the Team Lead, Customer Support, we are looking for a Customer Support Representative to join our team. As our new Customer Support Representative, you will join a Customer Support team that ensures our clients receive the support they need to maximize our software’s potential and operate smoothly. You will provide expert guidance, troubleshoot issues, and help healthcare professionals navigate our platform effectively.  This role is ideal for someone who thrives in a customer-facing environment, enjoys problem-solving, and is passionate about enhancing the healthcare experience through technology. What’s in it for you Impact and connection. By ensuring healthcare professionals can efficiently use our platform, you will directly impact how they deliver patient care. Your support will help reduce administrative burdens, allowing clinics to focus on what matters most—improving patient outcomes. A place to grow your career and your skills. As we continue to scale, we will take you on the journey, providing opportunities for professional development, recognition, and growth within OSCAR Pro or other WELL Health Group businesses. Whether you want to deepen your technical expertise in tier 2 or 3 support, move into our accounts team or expand into other areas of the business, we will provide the support and resources to help you develop your career. As our new Customer Support Representative, you will : Deliver a positive and supportive service experience. You will provide clear, prompt, and professional client assistance via telephone and online support, listening actively to their concerns to assess their needs. You will take ownership of the issue resolution process, ensuring timely follow-ups and effective problem-solving. You will offer step-by-step guidance on software use, ensuring clients feel supported and confident in the platform.  Communicate clearly and professionally. You will keep customers informed throughout the issue resolution process, setting clear expectations on timelines and next steps. You will work collaboratively with team members to ensure consistency and alignment in customer messaging. Document interactions and solutions. You will accurately log client interactions, solutions, and troubleshooting steps.  Stay up to date on product knowledge. You will continuously learn about new technologies, software features, and industry trends. You will participate in training sessions and actively seek feedback to improve your technical and customer service skills. Prioritize effectively. You will assess and categorize support requests based on urgency and impact. You will recognize when issues require escalation to tier 2 support or the Development team. You will balance multiple inquiries while maintaining a high level of service quality. You bring :   A customer-first approach. You bring experience working in a customer-focused role, whether in retail, hospitality, or another support function. You find professional and personal satisfaction in supporting customers, bridging the gap between technical concepts and user-friendly solutions. The interpersonal skills. You have exceptional communication skills and can translate complex ideas and technical concepts for a non-technical audience. You can gain trust and put customers at ease. You thrive independently and as part of a collaborative team, doing what it takes to exceed customer expectations.  Adaptability and initiative. You perform well under pressure, remain flexible in changing environments, and take ownership of your work. You follow through on commitments and deliver results on time. The growth mindset. You are open to learning from others and independently. You acknowledge your mistakes and can adapt to setbacks. Most importantly, you have a growth mindset and can quickly come up to speed on our product offerings and troubleshooting knowledge base.  Join us in revolutionizing healthcare through technology. As a scaling company backed by WELL Health Technologies, we are expanding rapidly across the country. At OSCAR Pro, we are driven by a passion to make a lasting impact on the healthcare system. Our team is dedicated to building resilient, compliant, and easy-to-use technology that transforms how care is delivered. Transformation starts with a strong team. We believe that empowering our team members is critical to success. At OSCAR Pro, we foster a culture of respect where every individual feels valued, included, and supported to reach their full potential. Our workplace embraces diversity and prioritizes the well-being of our team and the communities we serve. We offer a remote-first work environment, opportunities for growth within OSCAR Pro or across the broader WELL Health Technologies Group, and a supportive culture that balances professional success with personal well-being. Whether you are driving projects that shape the future of healthcare or focusing on your development, we are here to support you. At OSCAR Pro, your ideas can make a real difference—not just in our organization but in the lives of patients and healthcare providers across Canada. Apply now Interested in applying but worried you don't have it all? We know not everyone gains their experience following a traditional path. If you share our values, want to make a difference in healthcare technology solutions, and meet 70% of the qualifications, we encourage you to apply.  What you can expect from our interview process : A virtual interview with a Talent Advisor to discuss your experience and interest in the role. A virtual interview with the Director of Customer Support and the Customer Support Team Lead to learn more about the role, the team and culture. OSCAR Pro is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success! Accommodations are available on request for candidates taking part in all aspects of the selection process. #LI-Remote #LI-DNI  Powered by JazzHR