Customer Support Specialist - Canada (Overnight)

Our team is committed to enhancing physician and patient quality of life through Elation a SaaS cloud-based clinical platform. Since inception weve 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 Elations advanced EHR Patient Passport and AI-powered tools. Youre the frontline for U.S. clinicians and staff during overnight hoursresolving technical challenges building trust and surfacing insights to elevate care. This isnt routine tech support. Its a challenging high-accountability role for adaptable professionals who thrive under pressure pursue learning and believe in technologys 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 toolsminimizing clinician downtime and ensuring care quality.
• Independently troubleshoot urgent high-impact issues; escalate 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 cliniciansdocument 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) driving 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 youre a highly ambitious recent graduate driven to learn fast and make a difference for clinicians we encourage you to applyElation 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

• Bachelors degree or equivalent experience.
• Strong troubleshooting multitasking and critical thinking skillsexcel independently in fast-paced remote settings.
• Confident communicator able to translate complex issues into actionable solutions (phone chat 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 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 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 after night.

Salary: $50000 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.

We are committed to equal opportunity for all employees and applicants and value individuals with diverse perspectives including but not limited to: race color religion sex sexual orientation socioeconomic status age gender identity or gender expression national origin disability or veteran status.

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. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elations mission of helping independent primary care thrive.