Ontario Customer Support Specialist & Trainer

About Ava Industries

At Ava Industries, we’re transforming healthcare delivery by empowering providers with innovative tools that strengthen patient interactions. Our state-of-the-art, cloud-based EMR (Electronic Medical Records) software—designed by family doctors specifically for primary care providers—prioritizes user-friendly design and efficient patient management. We believe that technological innovation can address the challenges of healthcare delivery and restore joy to the practice of medicine.

As the fastest-growing EMR company in Western Canada, we’re building a fully remote team across the country, with our headquarters in Calgary, AB. Our team embodies our core values of innovation, transparency, adaptability and cooperation in providing timely solutions for our clients. We foster a collaborative and innovative environment with a strong company culture that values work-life balance and a shared passion for making a positive impact on healthcare.  If you’re looking to join a team that embraces challenge, values continuous innovation, and appreciates your contributions, we’d love to hear from you!

Who We Are Looking For

We are seeking a highly motivated and experienced individual with a background in both Medical Office Administration (MOA) and customer service, ready to transition their skills into a rewarding career as a Customer Support Analyst and Trainer. Experience in customer service or hospitality is a great asset, Ava values people who know how to create exceptional experiences. In this role, you will be the primary point of contact for our valued customers, providing exceptional support and training on Ava Industries’ EMR software. You will have the opportunity to make a real difference in the healthcare industry by empowering clinics to optimize their workflows and enhance patient care.

This is a full-time, permanent position with the flexibility of working remotely from the Greater Toronto Area. While the role is primarily remote, occasional travel may be required for company meetings or client site visits. 

Ava’s Customer Support hours will align with core operating hours of 8:00 AM to 6:00 PM MST, Monday through Friday, while also meeting OntarioMD’s requirements for extended support hours of 8:00 AM to 8:00 PM ET, Monday through Friday, and 8:00 AM to 4:00 PM ET on Saturdays.

What You'll Do

• Provide exceptional customer support to clients via phone and email
• Troubleshoot software issues and provide effective solutions
• Deliver comprehensive training to new and existing users on Ava, both remotely and occasionally in-person
• Develop and maintain customer-facing resources, including user guides, training manuals, and video tutorials
• Collaborate with the development team to identify and report software bugs and areas for improvement
• Stay up-to-date on the latest features and updates to Ava EMR
• Deliver detailed messaging to our customers on the latest releases, including updating Ava’s website
• Contribute to the ongoing improvement of our Customer Support processes

What You'll Bring

• Minimum 2 years of experience as an MOA in a medical office or hospital setting
• Experience in hospitality or customer service is considered an asset and will be highly valued.
• Exceptional interpersonal, verbal, and written communication skills with the ability to build rapport with customers
• Ability to problem-solve issues and find solutions effectively
• Proven ability to train individuals in a clear and concise manner
• Highly organized with meticulous attention to detail
• Proficiency in Google Workspace and experience creating documents, spreadsheets, and presentations
• Strong understanding of medical terminology and clinical workflows.
• Proficiency and understanding with Ontario systems (ie:  Ontario Health, OntarioMD, ConnectingOntario ClinicalViewer, OLIS, HRM, DHDR, MCEDT)
  
• Familiarity with relevant legislation, including PIPEDA and FOIP
• Self-motivated with a strong work ethic and a passion for continuous learning

Benefits of Joining Ava Industries

• Competitive salary
  
• Health Benefits & Health Spending Account
• 4 weeks vacation + 1 week between December 25th to Jan 1st
• Enjoy a flexible, remote work environment that prioritizes work-life balance
• Make a real difference in the healthcare industry
• Be part of a dynamic and supportive team, with a strong emphasis on culture
• Opportunities for professional growth and development

To Apply

Please submit your resume and cover letter.

Additional Requirements

• Proof of education and a minimum of 2 professional references are required.
• Access to a vehicle as needed. 
• Remote work and clinic site visits. 

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Ava Industries Ltd. is dedicated to fostering a workplace that embraces diversity, equity, and inclusion. We welcome and encourage applications from qualified individuals of all backgrounds. We are committed to providing equal opportunities and accommodations to all candidates and employees. That is simply who we are. If you require accommodation at any stage of the recruitment process, please let us know, and we will work with you to meet your needs. We sincerely appreciate your interest in this opportunity and thank you for responding. Ava Industries will only contact those candidates being considered for an interview. By submitting your resume, you agree to Ava Industries sharing your information with those representatives of the organization responsible for the hiring process. Ava Industries will keep your resume on file and protect your personal information in accordance with governing privacy legislation.