Advisor, Technical Support L1

Job description

Are you looking to advance your career by joining a team of passionate and motivated professionals who bring their talents to the healthcare system? Dare to take the leap and realize your full potential with us in an inspiring and dynamic environment that values flexibility, teamwork, learning, and excellence. What will your days be like at LGI Healthcare Solutions? In this position, you will be the main point of contact between the company and its customers. Your mission will be to ensure a smooth and positive customer experience, by providing quality technical support and delivering solutions tailored to users' needs. Clear communication, empathy, and proactive problem-solving will be at the heart of your responsibilities. How will your contributions be showcased? Ensure effective and empathetic communication with customers by phone or e-mail, quickly identifying their needs and offering appropriate solutions. Guide customers step-by-step in solving technical problems, using language understandable to a non-technical audience. Offer personalized follow-up and ensure that customers are kept informed throughout the process of resolving their incidents. Maintain accurate documentation of customer interactions, ensuring that the history is well traced for optimal follow-up. Escalate complex or unresolved issues to specialized technical teams while maintaining open communication with the customer. Participate in ongoing training to reinforce your communication skills and technical knowledge, in order to constantly improve customer satisfaction. Provide recommendations on best practices in the use of products and services. What you will bring to LGI Healthcare Solutions to succeed in this role: A degree in computer science, information technology, or a related field. One to three years of experience in a technical support role with a strong customer-facing component. Excellent verbal and written communication skills, with the ability to simplify technical concepts for a non-technical audience. Experience using artificial intelligence—for example, for case analysis or agent creation—would be considered a significant asset. Alternatively, candidates must demonstrate a strong curiosity and commitment to learning and developing their ability to use AI in their work. Excellent knowledge of Windows environments is required. Additional knowledge of and/or professional experience with Linux or Solaris environments would be considered a significant asset. Experience providing technical support for business intelligence (BI) applications would be considered a significant asset. Strong active-listening skills to fully understand customers’ issues and anticipate their needs. Empathy and patience in understanding customers’ frustrations and helping them overcome technical challenges. Strong interpersonal skills, with a demonstrated ability to manage tense situations professionally and courteously. Experience diagnosing and resolving technical issues while communicating solutions in clear and accessible language. A collaborative mindset and the ability to work with other departments to improve the solutions provided to customers. This position requires excellent French-language communication skills, as the successful candidate will work with French-language documentation and communicate verbally and in writing with French-speaking partners, customers, suppliers, and colleagues. A good command of English would be considered an asset. Why join LGI? A workplace built on trust, autonomy and collaboration The opportunity to grow, perform and work alongside curious and talented colleagues A continuous learning culture with dedicated training time, a renowed skills development platform and access to cutting-edge tools Stimulating projects that advance healthcare technology and support the work of over 320,000 professionals, benefiting more than 6 million patients A comprehensive benefits package including group insurance from day one, a group RRSP with employer contributions, 24/7 telemedicine, an employee and family assistance program, and a minimum of 3 weeks vacation per year At LGI Healthcare Solutions, we value diversity, equity, and inclusion. We believe that a diversity of experiences, perspectives, and backgrounds contributes to our success. We are committed to fostering an inclusive, equitable, and respectful work environment where everyone can thrive and reach their full potential. We encourage all qualified individuals to apply. Interested? Join Us! For over 40 years, LGI has built software that healthcare organizations depend on. AI is now at the heart of that work — not as a destination, but as the engine behind our next generation of mission-critical solutions and our enduring mission: helping healthcare organizations perform at their best. We're looking for exceptional people who are passionate about technology, relentless in their standards, and driven to push what's possible further. At LGI, curiosity isn't a nice-to-have, it's how we work. We're looking for talent who explore and innovate by instinct and want their work to matter beyond the codebase: shaping decisions, enhancing processes, and enabling healthcare practitioners.