Job SummaryTeladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide. Summary of Position Canada Technology Specialist is responsible for providing hardware and software technology implementation and ongoing support to ensure the needs of the Canadian business and external clients are met. This role requires organization and coordination for planning and implementation of technology initiatives, passion for providing friendly, timely and professional customer service, high competence in solving technical issues related to hardware and software, working with internal and external technology support teams, communicating complex technical issues to both technical and non-technical audiences and a willingness to learn about Teladoc’s proprietary solutions. This role is key in ensuring the successful, scalable growth of Teladoc Health Canada in providing timely access to high-quality care to Canadians.Hospital and Health System Hardware and Device Procurement, Tracking, Set‑Up, ConfigurationSupport the Clinical Operations in Canada, liaise with international technology teams and interact with external Hospital and Health System clients, to manage the set‑up, optimization, and ongoing support of Teladoc Health Telehealth devices, along with other end‑user devices.Serve as lead for procuring, installation and optimization of Teladoc patient care devices and peripherals, and other end user devices (laptops, tablets, mobile phones) and communicate expectations and requirements to onsite technical leads.Manage end‑to‑end asset tracking including inventory control, assignment and lifecycle monitoring of equipment (including regulatory standing with Health Canada) and resources ensuring accurate documentation of inventory.Coordinate with logistics team to ensure on‑time delivery and set‑up of hardware.Coordinate with internal and external technical support (including Fleet Ops and TAC)



and/or project management on any issue resolution regarding installs prior to device arrival and post installation.Follow implementation plans as outlined by Clinical Operations Team and communicate any issues or variances.Work with external clients to configure firewalls / routers and diagnose networking issues.Ensure all technical, clinical, and administrative contacts are documented for ongoing support.Set up and configure devices with appropriate software prior to shipment to client sites.Work with Product team to ensure software and hardware feedback is relayed in technical detail.Option to obtain training and certification as HHS Device Specialist.Technical Assistance and LiaisonAct as a partner to the Canadian Clinical Operations and our medical staff along with other business units to help solve technology issues (hardware and software applications), including incidents, particularly related to the delivery of clinical services.Troubleshoot application and data issues and manage individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled.Become sufficiently familiar with Teladoc Health HHS applications to be able to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution.Communicate meaningful resolutions to internal and external clients providing both short‑term and long‑term solutions.Provide excellent client support via phone, email, and chat.Manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalated unresolved issues to appropriate technology teams.Accurately document and update tickets in the CRM tool within the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.Maintain communication with the customers on the status of all open tickets.Assist in reducing support load by writing online support materials (FAQ's and KB's) and proactively identify improvements to drive adoption.Analyze ticket data to identify patterns or trends and pinpoint operational issues and/or enhancement needs.Apply knowledge and basic problem‑solving techniques to define and resolve problems.Determine a course of action based on guidelines.Act as the central point of contact during incidents, ensuring timely communication with stakeholders while coordinating with responsible teams to track progress and ensure resolution.Analyze incident context to understand root causes and maintain clear,



proactive status reporting throughout the incident lifecycle to stakeholders.Track service uptime against defined SLAs during and after incidents, noting any deviations to support transparency and ongoing service improvement.QualificationsBachelor’s degree with applicable major or equivalent demonstrated through a combination of the following: work experience, training, military experience, and/or education.5+ years of experience in a client‑facing customer support role, preferably in supporting Software as a Service solution.Proficient in Windows, Mac and IOS operating systems including device management programs.Experience troubleshooting Web and software applications and remote access, e.G. WebRTC.Must have an advanced knowledge of wireless and networking protocols.Ability to abide by third‑party vendor credentialing requirements.Excellent verbal and written communication skills.High competency in communicating complex technical issues to both technical and non‑technical audiences via all support channels.Ability to multitask, prioritize and manage time effectively.Passion for helping people.Compensation and Work DetailsSalary Range: $60,000 to $70,000/year.Position Type: Hybrid (Office & Remote).Travel: ≤10%.Due to the 24/7 support provided by Teladoc Health Canada to our clients, this role may from time to time require on‑call availability after hours and on weekends / statutory holidays.Physical RequirementsTo perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Teladoc Health will make reasonable accommodation for the known physical or mental limitations of an otherwise qualified individual in line with company policy.Equal Employment OpportunityTeladoc Health is a proud equal chance workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. If you require an accommodation for any stage of the recruitment process or interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected].#J-18808-Ljbffr

📌 Can Technical Specialist - $60,000 - $70,000 A Year (Winnipeg)
🏢 Teladoc Health
📍 Winnipeg