Customer Support Specialist - Canada (Overnight)

Elation Health; Vancouver; Remote; CAD 50,000; Full time

Job summary

A healthcare technology company is seeking a remote support professional to provide Tier 1 technical support primarily during overnight hours. Candidates should have a Bachelor's degree, strong troubleshooting skills, and the ability to communicate effectively with U.S. clinicians while understanding cultural nuances. This role involves resolving urgent issues using AI tools and participating in ongoing training. Salary is $50,000 CAD with the flexibility that aligns with Canadian work-life values.

Benefits

100% remote work

Flexible hours

Autonomy in work environment

Qualifications

• Strong troubleshooting, multitasking and critical thinking skills; excel independently in fast-paced remote settings.
• Confident communicator able to translate complex issues into actionable solutions via phone, chat and screenshare.

Responsibilities

• Provide Tier 1 technical and workflow support via phone, email and screenshare.
• Triage and resolve cases with AI tools to minimize clinician downtime.
• Independently troubleshoot urgent high-impact issues.

Skills

Strong troubleshooting skills

Multitasking

Critical thinking

Empathy

Effective communication

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Jira

Intercom

Slack

Job description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud‑based clinical platform. Since inception we’ve been focused on building a world‑class technology solution that creates an experience of delight and ease for physicians and that our users love.

Work flexibly and fully remotely in Canada leveraging Elation’s advanced EHR Patient Passport and AI‑powered tools. You’re the frontline for U.S. clinicians and staff during overnight hours, resolving technical challenges, building trust and surfacing insights to elevate care. This isn’t routine tech support. It’s a challenging high‑accountability role for adaptable professionals who thrive under pressure, pursue learning, and believe in technology’s power to move medicine forward across North America.

Responsibilities

Operational Support & Case Management

• Provide clear, courteous Tier 1 technical and workflow support via phone, email and screenshare throughout the night.
• Rapidly triage and resolve cases with AI tools, minimizing clinician downtime and ensuring care quality.
• Independently troubleshoot urgent high‑impact issues; elevate as needed, always maintaining ownership.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action, Day, CSAT, Internal Quality) for impactful support.
• Advocate for clinicians, document feedback and champion thoughtful, actionable support.

Process Enhancement & Team Collaboration

• Identify recurring pain points and recommend improvements reflecting Canadian resourcefulness and collaboration.
• Partner cross‑functionally (Product Engineering, Revenue Cycle, Customer Success) to drive process changes regardless of hour or border.
• Share challenges and solutions to support operational growth.

Continuous Learning & Urgent Response

• Participate in overnight, weekend and holiday on‑call rotations guaranteeing clinicians always have support.
• Complete comprehensive onboarding and ongoing training with resources tailored for remote Canadian employees.
• Stay up‑to‑date with AI capabilities, EHR, RCM and SaaS advancements to continuously improve speed and accuracy.

Qualifications

If you’re a highly ambitious recent graduate driven to learn fast and make a difference for clinicians we encourage you to apply. Elation Health offers robust onboarding and ongoing training but be ready for a steep learning curve as you master our industry‑leading products with support from a team committed to seeing you grow and succeed.

Requirements

• Bachelor’s degree or equivalent experience.
• Strong troubleshooting, multitasking and critical thinking skills; excel independently in fast‑paced remote settings.
• Confident communicator able to translate complex issues into actionable solutions via phone, chat and screenshare, sensitive to Canadian and U.S. cultural nuances.
• Track record as a self‑starter advocating for urgent issues impacting patient care outside typical hours.
• Empathetic, detail‑oriented, results‑driven; thrives on adaptability supporting clinicians overnight.

Preferred

• 2 years in customer‑facing technical support or healthcare technology.
• Experience with Revenue Cycle Management, EHR workflows and SaaS platforms (Salesforce, Jira, Intercom, Slack, AI‑enabled tools).
• Ability to interpret AI‑generated data and drive continuous improvement.
• Proven impact supporting clinicians or teams in remote after‑hours or cross‑border environments.

Why Join Elation as a Canadian Team Member

• Work 100 % remotely across Canada with autonomy and flexibility matched to Canadian work‑life values.
• Make a real impact on U.S. healthcare by joining a tenacious inclusive team that values diversity and collaboration.
• Night‑focused shifts designed for professionals energized by urgency, independence and visible impact.
• Your contributions shape outcomes for clinicians and patients across the night.

Salary

$50 000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA.