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Job Title: Junior Application Support Specialist

Company: Altea Healthcare/Aarista Technologies

Location: This role requires working onsite at our Burnaby, BC office four days per week, with one day per week working from home. (Hybrid)

Compensation: $50,000-$65,000 CAD depending on experience

Overview

We are looking for a motivated and detail-oriented Junior Application Support Specialist to join our team and help ensure the smooth day-to-day operation of our EHR platform. This is an entry- to mid-level role well suited for someone who is eager to grow in a technical support environment, enjoys problem-solving, and communicates clearly with both users and internal teams.

You will serve as a key link between our customers, product team, and engineering — helping triage and investigate reported issues, maintain documentation, and ensure users have a positive experience. Beyond day-to-day support, you will also have the chance to contribute to the development of internal tools and automations that improve team efficiency and workflows. We value curiosity and a willingness to learn over years of experience.

Responsibilities

- Monitor, triage, and manage incoming Freshdesk tickets, ensuring timely acknowledgement and appropriate routing.
- Investigate user-reported issues by gathering details, reproducing behaviors, and documenting clear steps.
- Use basic web browser developer tools (e.g., Console, Network tab) to assist in diagnosing front-end issues.
- Identify whether issues stem from user behaviour, configuration, or platform defects, and escalate as needed.
- Collaborate with product managers and engineers by providing clear ticket notes, logs, and reproduction steps.




- Track recurring issues and flag patterns that may indicate broader product or workflow improvements.
- Maintain and update internal knowledge base articles and operational documentation.
- Assist with support tasks during product updates or releases, including light testing and change validation.
- Contribute to the development of internal tools and automations to streamline support operations.
- Perform occasional weekend check-ins to briefly monitor for urgent tickets and escalate when necessary (quick check-ins only — not full on-call).

Requirements

- Experience with Freshdesk or a similar ticketing/helpdesk platform, or a demonstrated ability to quickly learn new tools.
- A structured, logical approach to problem-solving — you ask good questions and work methodically through issues.
- Basic familiarity with web browsers and comfort exploring developer tools (full expertise is not required).
- Excellent written and verbal communication skills, including the ability to document findings clearly for both technical and non-technical audiences.
- Strong organizational skills and ability to manage multiple open tickets and competing priorities.
- A positive, team-oriented attitude and willingness to learn in a fast-paced SaaS environment.

Nice to Have

- Familiarity with SaaS environments or healthcare/clinical software.
- Experience working with EHR/EMR systems, clinical workflows, or healthcare operations.
- Basic knowledge of SQL, APIs, or software debugging concepts.
- Exposure to QA processes, product development lifecycles, or user acceptance testing.
- Ability to create or improve support documentation and customer-facing FAQs.
- Experience with scripting, automation tools, or building internal tooling (e.g., Python, Power Automate, Airtable, or similar).
- Coding experience is not required but is considered a bonus.

Apply on Kit Job: kitjob.ca/job/2fx9n8

📌 Junior Application Support Specialist (Burnaby)
🏢 Altea Healthcare
📍 Burnaby