Customer Support & Implementation Specialist, Payroll (Remote) (Biotech)

Medisolution seeks an experienced Customer Support & Implementation Specialist with a solid background in Payroll processing within the Healthcare industry. 

As a Customer Support & Implementation Specialist, you will be the frontline point of contact for our clients, providing high-quality technical support and guiding them through their payroll processes.  You will work closely with both clients and development team members to ensure timely resolution of issues and seamless deployment of our solutions.

Responsibilities include overall project management, creation of project deliverables, implementation, client training, demonstration, program documentation, and product testing.  The ideal candidate must be a team player with strong people skills, self-learning skills, and a passion for the latest technologies and techniques. 

To excel in this role, you'll need to have an analytical mind and a passion for digging into the details to find unique solutions to complex problems. You'll need to be able to leverage your natural curiosity to help you thrive in ambiguity and tackle problems.

What your impact will be:

• Provide high quality support to our clients, ensure we are meeting contractual obligations, and maintaining a high level of customer satisfaction and timeliness of resolution;
• Communicate to clients when there are changes to; the application, and occasionally regulatory and legislative updates
• Implement new customers from start to finish including but not limited to analyzing set up needs, programming formulas, testing, training
• Provide ongoing customer support including; troubleshooting issues, providing application training to new staff, creating crystal reports, and/or providing crystal report training
• Prepare and keep up to date training documentation and update user guides when needed;
• Assist with business development related activities including the development of proposals, statements of work, and delivery of presentations
• Participate in the development of project planning and implementation.
• Develop a deep understanding of the functional/technical features of our applications and use this knowledge to address application related issues and questions;
• Troubleshoot software and implementation issues and provide workaround and functional implementation guidance as needed, completing support cases for clients with a quick turnaround; via telephone, email, and/or ticketing system;
• Use a ticketing system to review tickets, prioritize ticket queues, update and resolve tickets with complete and accurate documentation in a timely and effective manner;
• Diagnosing software issues/bugs, performing the appropriate resolution; working with other members of the technical support and software development teams in order to identify, and resolve problems in a timely, efficient, and effective manner;
• Perform other duties as required or assigned;

What we are looking for:

• 2 - 3 years of Canadian Payroll processing experience, understanding of business processes and reporting requirements within Healthcare;
• Ability to handle customer inquiries, requests, and complaints in an efficient, effective and professional manner;
• Broad range of computer skills: crystal report writing, spreadsheet, statistics applications, and software (MS Office)
• Excellent troubleshooting and analytical problem solving skills;
• Experience using SQL or similar data modelling;
• Superior oral, written and presentation skills are required;
• Strong organizational skills and time management ability;
• Ability to work independently, as well as in a team atmosphere;

What will make you stand out:

• Previous experience within the healthcare industry, particularly Canadian Payroll systems, and workflows;
• Knowledge of Human Resource systems and interfaces would be an asset;
• Thorough understanding of software concepts, interfaces, and technology;
• Experience with system and user acceptance testing
• Post-secondary degree or diploma in a related field
• Strong organizational and time management skills, with the ability in managing competing priorities and timelines;
• Excellent communication and presentation skills;

What we offer:

• A dynamic team environment
• Comprehensive benefit package
• Lifestyle benefits
• 3 weeks of paid vacation starting the first year
• 5 days of personal leave per year
• An RRSP program with employer participation
• Flexible, remote work
• And more!

Founded in 1974, MediSolution, a wholly-owned subsidiary of N. Harris Computer Corporation, is a leading information technology company, providing ERP software, solutions, and services to healthcare and service sector customers across North America. Almost 375 healthcare, public, and service sector organizations rely on MediSolution systems to maximize their operational efficiencies, lower their costs and improve the delivery of services.

*Only successful candidates will be contacted*.

Harris is an Equal Opportunity Employer and members of the following targeted groups are encouraged to apply: women, persons with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

The Harris Talent Acquisition team does not use text messages to contact candidates or solicit confidential information. We encourage all candidates to apply for advertised positions. They will be contacted either by a Harris manager or by a member of the Talent Acquisition team for an interview, once the required criteria have been met.