Job Title: Mobile/Web Application Support Specialist

Company: Altea Healthcare / Aarista Technology

Location: On-site-Burnaby, BC

Compensation: $40,000 - $60,000 CAD

About Us:

Aarista is a leading provider of Electronic Medical Records (EMR) solutions, dedicated to improving healthcare delivery through innovative technology. Our mission is to empower healthcare providers with intuitive and efficient tools to manage patient information seamlessly. As we expand our mobile and web application offerings, we are seeking a passionate and customer-focused Mobile/Web Application Support Specialist to join our team.

Job Description:

As a Mobile/Web Application Support Specialist at Aarista, you will be the primary technical and customer support resource for our web application accessible on iPhone and Android devices. You will help users troubleshoot issues, gather user feedback, and collaborate closely with our product and engineering teams to enhance the mobile and web user experience.

Key Responsibilities:

• Provide timely and effective technical support for our web and mobile applications (iOS and Android).
• Troubleshoot app crashes, connectivity issues, syncing failures, OS compatibility errors, and other common mobile/web application problems.
• Serve as the first point of contact for users experiencing issues, responding via phone, email, and chat.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Escalate complex technical issues to engineering or Level 2 support when necessary.
• Gather and relay user feedback to product and engineering teams to support continuous application improvements.
• Assist in creating and updating user guides, FAQs, and knowledge base articles focused on mobile/web application usage.
• Perform basic QA tasks to identify, reproduce, and report bugs and usability issues.
• Collaborate cross-functionally with product, engineering, and support teams to ensure a smooth and seamless user experience.
• Participate in weekend on-call rotation, monitoring support channels and responding to urgent tickets remotely.

Requirements:

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum 2 years of experience in a customer-facing technical support role, supporting mobile and web applications.
• Experience troubleshooting mobile app issues on iOS and Android platforms.
• Familiarity with web applications and understanding of common browser/mobile compatibility issues.
• Proficiency with support ticketing systems (experience with Freshdesk or similar tools is a plus).
• Strong communication skills, both written and verbal, with the ability to explain technical issues clearly to users.
• Excellent problem-solving skills and strong attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Basic understanding of computer systems, mobile OS, networking, and software applications.
• Experience or interest in healthcare IT and EMR systems is a plus.
• Availability to participate in weekend on-call support remotely, checking the support portal hourly during assigned shifts.