Job Description

The Company

Think Research is changing the way healthcare is delivered - we are a global SaaS company that delivers the latest clinical knowledge to the point-of-care in hospitals, seniors care homes and in the community. The body of global medical research grows exponentially every day. It\xe2\x80\x99s impossible for doctors to keep all of the latest best-practices in their heads so we make software that brings it to their fingertips, organizing medical knowledge and data to improve patient care. We\'re a fast-growing publicly traded company (in 2800 healthcare facilities and counting) and we\xe2\x80\x99re making a global impact with a footprint in seven countries. If you are looking to improve patient care and are passionate about technology \xe2\x80\x94 look no further.

Why Us?

• It\'s not every day that you have the chance to change the way your friends and family are cared for - Make an impact!
• Be a part of the digital disruption happening in healthcare and do challenging, meaningful work
• We\xe2\x80\x99re growing, and so will you with leaders who will support your development through mentorship and other opportunities

• Collaborative, creative, dynamic and flexible work environment, with a start-up spirit

The Role

We are seeking a bright, detail oriented, and highly motivated individual to join our Technical Services team as a Technical Support Specialist. The ideal candidate must be a quick learner, a problem solver, have a lot of patience, and have great communication and organization skills.

You Will Have The Opportunity To:

• Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner
• Review documents, workflow and plans for support with customers/vendors
• Update and maintain documents within a structured knowledge base
• Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool.
• Conduct configuration changes in client platform instances
• Troubleshoot and resolve issues in regards to interface and information exchanges
• Provide status updates and reports on current state of issues
• Manage and action all the IT alerts on time
• Able to monitor and diagnose application and infrastructure programs
• Perform timely technical and management escalations for outstanding issues and service requests.
• Able to work on IT related projects and roll-outs
• Work shifts (24/7) and be available for rotating off-hours and on-call duties
• Ensure the KPI targets are met on every month
• Learn something new using PD days and apply the knowledge at work.

What You Will Bring:

• 1 to 3+ years experience in Technical Support environment
• Post secondary degree in computer science or a related field
• Proven troubleshooting and problem solving skills
• Excellent written and oral communication skills
• Experience working with SQL scripting, ADFS, JSON, .NET, .IIS, ACS and HL7 would be considered an asset
• Previous experience working with SaaS solutions is an asset
• The ability to communicate technical information to a non-technical audience
• Team player - able to learn from and share knowledge with others and has the capability to work independently
• Proven ability to multitask in a fun, fast-paced team environment while at the same time maintaining a professional relationship with our clients.
• Self-motivated and resourceful with good interpersonal skills.

Think Research and all subsidiaries are proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace, free of discrimination and harassment.

We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are committed to providing accommodations for people with disabilities. Should you require an accommodation, we would like to work with you to meet your needs.

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