CAN Technical Specialist

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Additional Information

Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide. Summary of Position Canada Technology Specialist is responsible for providing hardware and software technology implementation and ongoing support to ensure the needs of the Canadian business and external clients are met. This role requires organization and coordination for planning and implementation of technology initiatives, passion for providing friendly, timely and professional customer service, high competence in solving technical issues related to hardware and software, working with internal and external technology support teams, communicating complex technical issues to both technical and non-technical audiences and a willingness to learn about Teladoc's proprietary solutions. This role is key in ensuring the successful, scalable growth of Teladoc Health Canada in providing timely access to high-quality care to Canadians. Essential Duties and Responsibilities Hospital and Health System Hardware and Device Procurement, Tracking, Set-Up, Configuration: Support the Clinical Operations in Canada, liaison with international technology teams and interact with external Hospital and Health System clients, to manage the set-up, optimization, and ongoing support of Teladoc Health Telehealth devices, along with other end-user devices. Specifically including but not limited to: Serve as lead for procuring, installation and optimization of Teladoc patient care devices and peripherals, and other end user devices (laptops, tablets, mobile phones) and communicate expectations and requirements to onsite technical leads. Manage end-to-end asset tracking including inventory control, assignment and lifecycle monitoring of equipment (including regulatory standing with Health Canada) and resources ensuring accurate documentation of inventory. Coordinate with logistics team to ensure on-time delivery and setup of hardware. Coordinate with internal and external technical support (including Fleet Ops and TAC) and/or project management on any issue resolution regarding installs prior to device arrival and post installation. Follow implementation plans as outlined by Clinical Operations Team and communicate any issues or variances. Work with external clients to configure firewalls / routers and diagnose networking issues. Ensure all technical, clinical, and administrative contacts are documented for ongoing support. Set up and configure devices with appropriate software prior to shipment to client sites. Work with Product team to ensure software and hardware feedback is relayed in technical detail. Option to obtain training and certification as HHS Device Specialist. This work may require occasional travel to client sites, as required. Technical Assistance and Liaison: Act as a partner to the Canadian Clinical Operations and our medical staff along with other business units to help solve technology issues (hardware and software applications), including incidents, particularly related to the delivery of clinical services. Troubleshoot application and data issues and manage individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled. Become sufficiently familiar with Teladoc Health HHS applications to be able to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution. Communicate meaningful resolutions to internal and external clients providing both short-term and long-term solutions. Provide excellent client support via phone, email, and chat. Manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams. Accurately document and update tickets in the CRM tool within the customers' Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores. Maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications. Assist in reducing support load by writing on-line support materials (FAQ's and KB's) and proactively identify improvements to drive adoption. Will be identified as a key contributor to content. Analyze ticket data to identify patterns or trends and pinpoint operational issues and/or enhancement needs. Apply knowledge and basic problem-solving techniques to define and

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