Technical Support Team Leader
MEDFARMontreal, Quebec, Canada
Posted May 27, 2026
Full Time
About the Company
MEDFAR is a healthcare technology company specializing in electronic medical records (EMR) solutions. Their MYLE EMR is tailored for general practitioners, while PLEXIA EMR is designed for specialists. MEDFAR leverages cloud-based technology to simplify administrative duties and enhance the patient-physician relationship, offering comprehensive clinical management systems that are built with input from physicians and healthcare administrators.
Job Description
MEDFAR Clinical Solutions is seeking a Technical Support Team Leader to oversee and coordinate user technical support activities. The successful candidate will lead a team of technical support agents, monitor their work, and provide support on incidents related to the use of the MYLE software.
Requirements
- Lead a team of Level 1 and Level 2 technical support agents
- Create, prioritize, assign, and monitor daily tasks and work-progress
- Supervise the performance of the team in relation to defined KPIs
- Coach team members and support them in their skills development
- Perform functional and technical analysis on requests documented in the ticketing system (Salesforce)
- Organize and manage team meetings
- Report to the Director of Customer Services on the progress of the team's tasks
- Collaborate with the team of developers to resolve technical issues
- Document the procedures of the department
- Contribute to documenting the internal and external knowledge base
- Provide training and onboarding to new team employees
- Participate in the recruitment of new team members
Benefits
- Remote work and flexibility
- RRSP contribution
- Healthcare insurance from day one
- Paid time off
- Annual training allowance
- Onboarding program
- IT equipment provided
- Internal growth opportunities
- Support from a wellness and social committee