Support Enablement Specialist

In a context where the complexity of requests is increasing tools are evolving rapidly and performance is more than ever at the heart of the customer experience the Support Enablement Specialist  aims to equip our agents so they can be more efficient better trained and able to resolve requests more quickly and consistently.

While neither a Manager nor an Agent this role acts as a performance catalyst: this person ensures knowledge transfer optimizes internal processes documents procedures and coordinates targeted improvement initiatives. Strategically enabling support to eliminate operational irritants reduce errors accelerate training and assist the performance growth of leaders and advisors.

Main Responsibilities

Operational Support & Skills Development

• Provide agents with guides response templates scripts and best practices.
• Organize knowledge-sharing sessions (office hours technical FAQs cross-training).
• Contribute to the continuous improvement of knowledge bases and diagnostic processes.
• Design and lead training onboarding and upskilling programs.

Process Optimization

• Identify friction points in support operations and recommend practical solutions.
• Define quality standards (ticket structure response times case handoff).
• Support the implementation of new tools or features with a balanced approach between advisor experience and customer experience.

Incident Management Support

• Actively participate in collaborative support models (swarms) or coordinate efforts during major incidents.
• Document recurring causes contribute to root cause analyses (RCAs) and corrective action plans.

Execution of Strategic Improvements

• Contribute to performance optimization initiatives (resolution time backlog aging etc.).
• Ensure follow-up and coordination of cross-functional initiatives in collaboration with support managers.

Success Indicators in this role will be:

• Reduction in average resolution time and backlog.
• Improvement in customer satisfaction score (CSAT) and first contact resolution rate (FCR).
• Decrease in operational errors and unnecessary escalations.
• Increase in Agents autonomy.
• Successful implementation of internal improvement projects (e.g. new processes tools documentation).

Qualifications :

• 5 years of experience in a role related to technical support continuous improvement or operations/incident management.
• College diploma.
• ITIL certification is an asset.
• Excellent analytical communication and technical simplification skills.
• Knowledge of support tools (e.g. Microsoft Jira and other tools).
• Proven experience in delivering training supporting operations and optimizing processes.
• Bilingualism is required as the candidate will work with documentation in both French and English and will communicateboth orally and in writingwith French- and English-speaking partners clients suppliers and colleagues.

Additional Information :

Here are the many benefits to ensure your personal and professional well-being as well as financial health:  

• Remote in-office or hybrid work with the option of flexible hours to promote balance and performance 
• Group insurance plan and group RRSP with employer participation in effect from day one 
• Minimum of 3 weeks vacation 5 days personal leave per year 
• Access to a telemedicine service and a complete assistance program for all employees and their family 
• Access to a leading e-learning platform and hours allocated for training and professional development
• More than 40 years of expertise in the health IT field opens the door to many career opportunities 
• Projects integrating Agile methodology 
• Employee discount program  
• An organizational culture rooted in the values of courage determination excellence and collaboration around which we come together to develop technology solutions for the healthcare field. 

If you are interested in this position we would be very happy to tell you more about the role the team and life at LGI Healthcare Solutions.  

Apply now!

Remote Work :

No

Employment Type :

Full-time