About the Role

As a Software Support Analyst, you will provide application support for our EMR Clinical and Billing software. You’ll troubleshoot technical issues, guide customers through best practices, and collaborate with internal teams to resolve complex problems.

This is not a traditional IT Help Desk role, but an opportunity to work directly with customers and enhance their experience with our software.

Key Responsibilities

- Serve as the first point of contact for System Administrators, assisting with issue resolution, diagnosing problems, and answering application-related questions.
- Troubleshoot Tier 1/Tier 2 issues via phone, email, and screen sharing within service-level agreements.
- Provide professional, high-quality customer support and maintain solid customer relationships.
- Take ownership of customer issues, escalating more complex concerns to Development and Quality Assurance teams as needed.
- Replicate and document software issues, including detailed replication steps for development teams.
- Maintain and contribute to a knowledge base of system documentation and troubleshooting resources.
- Educate customers to ensure they are maximizing the software’s capabilities.
- Provide remote training when needed.




- Develop an understanding of behavioural healthcare and substance abuse treatment workflows to better support customer needs.
- Perform additional duties as assigned.

Qualifications & Experience

Required:

- 1+ years of experience in troubleshooting or a Help Desk/software support role.
- Previous customer support experience.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to handle multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office (Outlook, Word, Excel).
- Passion for learning and continuous improvement.

Preferred:

- Experience in behavioural healthcare or a financial background.
- SQL knowledge or experience with relational databases.
- Familiarity with Active Directory, VPNs, RDP, or Citrix.
- Basic knowledge of C# or other high-level programming languages.
- Strong troubleshooting experience and presentation skills.

Job Types: Full-time, Permanent

Pay: $45,000.00-$50,000.00 per year

Benefits:

- Dental care
- Extended health care
- Paid time off

Work Location: Hybrid remote in Burlington, ON L7L 5P5

📌 Software Support Analyst (Burlington)
🏢 VSS Medical Technologies (Canada
📍 Burlington