CAN Technical Specialist

Teladoc 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, 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.

Essential Duties and Responsibilities

Hospital and Health System Hardware and Device Procurement, Set-Up, Configuration: Support the Clinical Operations in Canada, liaison 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. Specifically including but not limited to:

• Serve as lead for procuring, installation and optimization of Teladoc patient care devices 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 and resources ensuring accurate documentation of inventory.
• Coordinate with logistics team to ensure on-time delivery and setup of hardware.
• Coordinate with internal and external technical support and/or project management on any issue resolution regarding installs prior to device arrival and post installation.
• Follow implementation plans as outlined by Project Management Team and communicate any issues or variances, as required.
• Work with hospitals 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.

Technical Assistance and Liaison: Act 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.
• Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate 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. All responses will be professional, complete, well formatted, and consistent with prior communications.
• Assist in reducing support load by writing on-line support materials (FAQ's and KB's) and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.

• 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.
• Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• 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.

Supervisory Responsibilities

no

Qualifications Expected for Position

• Bachelor’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 Mac, Windows, and IOS operating systems including device management programs.
• Experience troubleshooting Web and software applications and 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.

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Travel: ≤10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

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 Requirements

To 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.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, 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.

Job Description Acknowledgment

This job description is a general overview of the nature and level of work performed by employees with this job designation. It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required for this position.  Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time. I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients. 

Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health. 

Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth. 

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey. 

Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible. 

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position. 

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is 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. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]