WELL Health Technologies Corp Hiring for Quality Assurance and Technical Customer Experience at Toronto, ON Full Time

Type: Full time, Permanent

Location: Toronto, ON (Hybrid)

Company Overview:
WELL Health Technologies Corp is an omnichannel digital health company whose overarching objective is to empower doctors and healthcare practitioners to provide the best and most advanced care possible while leveraging the latest trends in digital health. As such, WELL owns and operates primary and executive healthcare clinics in both Canada and the US. WELL operates a global digital Electronic Medical Records (EMR) business serving thousands of healthcare clinics and health systems of all sizes and operates a multi-national portfolio of telehealth services which includes one of the largest telehealth service providers in Canada. WELL is also a provider of digital health, billing and cybersecurity-related technology solutions. WELL’s wholly-owned subsidiary CRH Medical provides various products and services that support thousands of Gastroenterology physicians in the US. WELL’s wholly-owned subsidiary MyHealth is a specialty care, telehealth services, and accredited diagnostic health services provider that owns and operates 48 locations across Ontario. WELL is an acquisitive company that follows a disciplined and accretive capital allocation strategy. WELL is publicly traded on the Toronto Stock Exchange under the symbol “WELL.” For more information, visit: www.well.company.

Adracare is now a part of the WELL Health Technologies Corp. (TSX: WELL) family!

Adracare is an all-in-one health software that helps everyone from small clinics to large healthcare businesses deliver virtual care and manage ongoing clinic operations seamlessly. We’re building a world where anyone, anywhere can get access to online care.

We’re a telehealth-enabled practice management solution designed to assist healthcare providers and outpatient clinics in reducing inefficiencies through the elimination of manual processes. We help enable patient engagement, optimize data access and integrate with other mission-critical healthcare platforms to help deliver the best and most accessible virtual care. With key features like HD video conferencing, online booking and secure messaging, we simplify the management of clinics, so that clinicians can focus on the goal, of making healthcare accessible and convenient for all.

The Role:
We’re looking for a tech-savvy Quality Assurance and Technical Customer Experience Specialist to join our team and help our customers make the most of our clinical management platform. Whether it’s clinic administrators, clinicians needing help setting up or accessing functionality on our platform, or patients looking for help with their files, this role will be dealing with a wide range of client-facing, technical and functional troubleshooting scenarios on a daily basis.

Responsibilities:
Assist existing customers via Intercom, Zendesk, HubSpot and email to diagnose and troubleshoot customer issues

Lead software testing, investigation and documentation

Identify and uncover individual customer trends and process improvements by collaborating with the team

Reproduce and document bugs/customer concerns in JIRA for the Engineering and Product teams to support faster customer resolutions

Talk to clients through platform actions, via phone, email or chat, until a resolution is reached

Create engaging articles, training videos, and compelling user content to support both end-users and clinicians with platform use

What you bring to the table:
Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures dynamically

Experience in defining test cases based on requirements and technical specs

Experience in QA principles, test automation, and testing methodologies

At least 2 years of experience in a customer (internal or external) oriented role

Excellent organizational skills, high attention to quality, detail and accuracy, combined with the ability to manage multiple high-priority tasks

Experience in troubleshooting mobile and web applications preferred

Team player – High energy, enthusiasm & proactive approach to problem-solving

Bilingual (French) is an asset

We Offer:
Competitive compensation

Positive, flexible, results-oriented environment

A talented team of smart and enthusiastic people to work with

Investment in your professional growth and development

To Apply:
If your interest is piqued, we would love to hear from you. Send us your resume along with a short description of why you think you are the right person for the job!

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuels our success – this is the WELL Way!