MEDFAR Clinical Solutions
Healthcare
TechnicalSupportTeamLeader
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“Technical Support Team Leader at MEDFAR Clinical Solutions. Skills: Technical Support, Team Leadership, MYLE, SQL. Oversee and coordinate user technical support activities. Monitor team's work”
What You'll Achieve.
Ensure department's quality and on-time compliance; Meet the objectives set
Industry & Context.
Resolve technical issues; Perform functional and technical analysis
What They're Looking For.
Must Have
Expert knowledge of MYLE, Mastery of the PC environment, its software and G Suite, Knowledge of scripting language (SQL), Good communicator and listener, Motivated by the achievement of results, Able to lead, train, coach and motivate a team, Excellent organizational skills, Priority management, Respect of deadlines, Ability to manage multiple tasks simultaneously, Ability to work under pressure, Flexibility and adaptability, Capable to assume responsibility, Advanced bilingualism (fluency in French and English both oral and written)
Nice to Have
3 to 5 years of experience as a team leader in customer or technical support
What You'll Do.
Oversee and coordinate user technical support activities
Provide support on incidents
Lead a team of technical support agents
and monitor daily tasks
Supervise team performance
Follow-up and manage escalations
Perform functional and technical analysis
Organize and manage team meetings
Report on team's progress
Propose corrective measures
Document department procedures
Contribute to knowledge base documentation
Provide training and onboarding
Participate in recruitment
How You'll Work.
Team & Collaboration
Collaborate with other departments to maximize customer satisfaction; Work closely with the team of developers to resolve technical issues
Communication Scope
Advanced bilingualism (fluency in French and English both oral and written)
Process & Methodology
Priority management, Respect of deadlines, Manage multiple tasks simultaneously
Full Job Description
MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that the healthcare system was not exploiting the full potential of technology. Supported by a large community of medical experts and focused on clinical success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record in Canada: MYLE (Make Your Life Easy). Committed to promoting excellence and effectiveness in healthcare worldwide, MEDFAR differentiates itself by offering a unique healthcare management solution for clinics, which replaces inefficient processes with a faster and safer technological alternative. As Technical Support Team Leader you will be responsible for overseeing and coordinating all user technical support activities. Your contribution to the technical support team will have a direct and significant impact in the department’s quality and on-time compliance. Your areas of intervention are to monitor the team's work and to coach team members while providing support on incidents related to the use of our software, MYLE. Under the National Director of Customer Services, you will join a multidisciplinary team whose mandate is to help our customers when they encounter technical problems. Responsibilities * Lead a team of Level 1 and Level 2 technical support agents responsible for providing the best services to our clinical users. * Create, prioritize, assign, and monitor daily tasks and the work-progress of the team based on deliverables. * Supervise the performance of the team in relation to the defined KPIs. * Coach team members and support them in their skills development. * Follow-up and manage escalations. * Perform functional and technical analysis on requests documented in the ticketing system (Salesforce). * Organize and manage team meetings. * Report to the Director of Customer Services on the progress of the team's tasks and propose corrective measures when necessary in order to meet the objectives set. * Work cl
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