📍 Job Overview

Job Title: Customer Support Associate - Overnight Canada
Company: Elation Health
Location: Canada - Remote
Job Type: Overnight Shift
Category: Customer Support
Date Posted: 2025-06-20
Experience Level: 2-5 years
Remote Status: On-site (Remote available)

🚀 Role Summary

Customer Advocacy: Serve as a trusted advocate for customers, ensuring their concerns are heard, understood, and addressed with empathy and urgency.
Technical Troubleshooting: Independently analyze and resolve complex technical and workflow-related inquiries from healthcare providers and staff.
Collaboration: Work closely with cross-functional teams to drive efficient resolutions and long-term solutions.
Process Improvement: Identify opportunities to enhance support workflows, product documentation, and self-service resources.
On-Call Support: Participate in weekly urgent shift rotations and provide support during 2-3 weekend/holiday on-call rotations per year.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a fast-paced, dynamic environment. Previous experience in healthcare technology or Revenue Cycle Management (RCM) is highly preferred.

💻 Primary Responsibilities

Customer Case Management & Technical Troubleshooting:
- Serve as a trusted advocate for customers, ensuring their concerns are heard, understood, and addressed with empathy and urgency.
- Independently analyze and resolve technical and workflow-related inquiries from healthcare providers and staff, prioritizing issues that impact patient care.
- Utilize investigative skills to diagnose complex software issues, proactively identifying patterns and trends in customer challenges.
- Collaborate closely with Product, Engineering, Revenue Cycle Management, and Customer Success teams to drive efficient resolutions and long-term solutions.
- Provide clear, professional written and verbal communication to customers across multiple support channels, ensuring a positive and reassuring experience.
Advanced Case Management & Escalation:
- Assess cases for complexity and determine when escalation is appropriate, ensuring necessary details are collected and effectively communicated to senior support teams.
- Take ownership of high-impact cases, particularly those affecting provider workflows and patient care, advocating for fast-tracked solutions when necessary.
- Work collaboratively with peers, leads, and managers to enhance the overall support experience and identify areas for proactive intervention.
Process Improvement & Knowledge Development:
- Identify opportunities to enhance support workflows, product documentation, and self-service resources, advocating for customer needs and efficiency improvements.
- Actively contribute to internal knowledge-sharing by documenting solutions, best practices, and emerging trends in customer challenges.
- Relay customer feedback to cross-functional teams, ensuring their experiences inform product and service enhancements.
On-Call & Urgent Support Rotations:
- Participate in weekly urgent shift rotations, ensuring time-sensitive escalations are handled with speed and accuracy.
- Provide support during 2-3 weekend/holiday on-call rotations per year, ensuring providers always have access to critical support.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to multitask, and adaptability in an ever-evolving environment. Candidates should be detail-oriented, organized, and committed to driving improvements in both individual performance and team processes.

🎓 Skills & Qualifications

Education: Bachelor’s degree or equivalent professional experience required.

Experience: 2+ years of experience in a customer-facing role, preferably in technical support or healthcare technology.

Required Skills:

Highly empathetic and customer-focused
Clear and professional communicator, with the ability to translate technical concepts into customer-friendly explanations across multiple support channels
Proactive problem-solver with strong critical thinking skills; able to independently assess situations and determine appropriate solutions
Strong collaborator, able to work cross-functionally with internal teams to enhance both the customer experience and internal workflows
Excellent time management and self-direction, able to prioritize effectively in a fast-paced, dynamic environment without requiring constant oversight
Detail-oriented and organized, capable of managing multiple complex cases while maintaining accuracy and quality
Passionate about continuous learning, eager to develop expertise in healthcare technology and Revenue Cycle Management (RCM)
Adaptable and resilient, thriving in an ever-evolving environment and committed to driving improvements in both individual performance and team processes

Preferred Skills:

Familiarity with Intercom, Salesforce, and Jira
Experience in Revenue Cycle Management (RCM), healthcare workflows, and electronic health records (EHR)

📝 Enhancement Note: Candidates with experience in healthcare technology or Revenue Cycle Management (RCM) will have a significant advantage in this role. Familiarity with relevant tools such as Intercom, Salesforce, and Jira is also highly desirable.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $50,000/yr CAD

Benefits:

Competitive salary and benefits package
Opportunity to work for a mission-driven company focused on helping independent primary care thrive
Collaborative and inclusive work environment that values diversity and encourages continuous learning

Working Hours: 40 hours per week, with the option for an overnight shift

📝 Enhancement Note: The salary range provided is in Canadian dollars (CAD) and is based on industry standards for similar roles in Canada. Benefits may include health insurance, retirement plans, and other perks, but specific details are not provided in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare technology, focusing on electronic health records (EHR), billing/revenue cycle management (RCM), and patient engagement solutions.

Company Size: Medium-sized company with a growing team, providing opportunities for career growth and impact.

Founded: 2012, with a strong commitment to helping independent primary care practices succeed.

Team Structure:

Customer Support team, responsible for delivering high-quality technical and functional support to customers
Product, Engineering, Revenue Cycle Management, and Customer Success teams, collaborating with Customer Support to drive efficient resolutions and long-term solutions
Cross-functional teams working together to enhance the overall support experience and identify areas for proactive intervention

Development Methodology:

Agile/Scrum methodologies for product development and support operations
Regular sprint planning, code reviews, and quality assurance practices to ensure high-quality customer support
Continuous integration and deployment (CI/CD) pipelines for automated deployment and server management

Company Website: www.elationhealth.com

📝 Enhancement Note: Elation Health operates in the healthcare technology industry, with a focus on helping independent primary care practices succeed. The company values a strong customer focus, continuous learning, and collaboration across teams to drive improvements in both individual performance and team processes.

📈 Career & Growth Analysis

Customer Support Associate Role Level: This role is an entry-level to mid-level position within the Customer Support team, focusing on delivering high-quality technical and functional support to customers.

Reporting Structure: The Customer Support Associate will report directly to the Customer Support Manager and work closely with cross-functional teams, including Product, Engineering, Revenue Cycle Management, and Customer Success.

Technical Impact: The Customer Support Associate will have a direct impact on customer satisfaction and success by resolving complex technical and workflow-related inquiries. They will also contribute to process improvement and knowledge development, driving enhancements in support workflows, product documentation, and self-service resources.

Growth Opportunities:

Career Progression: With strong performance and demonstrated skills, Customer Support Associates may advance to Senior Customer Support Associate or Customer Support Manager roles.
Technical Skill Development: Elation Health encourages continuous learning and provides opportunities for employees to develop expertise in healthcare technology and Revenue Cycle Management (RCM).
Leadership Potential: As the company grows, there may be opportunities for Customer Support Associates to take on leadership roles, driving improvements in team processes and customer support strategies.

📝 Enhancement Note: Elation Health offers opportunities for career growth and development within the Customer Support team and across the organization. Employees are encouraged to take on new challenges and develop their skills to advance their careers.

🌐 Work Environment

Office Type: Elation Health operates a remote-friendly work environment, with the option for an overnight shift for this role.

Office Location(s): Canada - Remote (with the option for an overnight shift)

Workspace Context:

Remote Work: Elation Health supports remote work, providing employees with the flexibility to balance their personal and professional lives.
Collaborative Workspace: The company fosters a collaborative work environment, with regular team meetings and cross-functional projects to drive improvements in customer support and team processes.
Continuous Learning: Elation Health encourages employees to stay up-to-date with industry trends and best practices, providing opportunities for professional development and growth.

Work Schedule: Full-time position with the option for an overnight shift, providing flexibility for work-life balance.

📝 Enhancement Note: Elation Health's remote-friendly work environment offers employees the flexibility to balance their personal and professional lives. The company fosters a collaborative and inclusive work culture, encouraging continuous learning and professional development.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
Technical Assessment: A hands-on exercise to evaluate problem-solving skills and technical proficiency in customer support.
Behavioral Interview: A discussion focused on past experiences and behavioral competencies relevant to the role.
Final Interview: A meeting with key stakeholders to assess overall fit and make a hiring decision.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Elation Health's interview process is designed to assess communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experience in customer support and provide examples of how they have handled complex technical and workflow-related inquiries in the past.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put customers first, understanding their needs and ensuring their concerns are heard, understood, and addressed with empathy and urgency.
Empathy: Approach customer interactions with genuine care and a desire to help, always keeping the customer's best interests in mind.
Proactivity: Anticipate customer needs and take initiative to resolve issues before they become major problems.
Continuous Learning: Stay up-to-date with industry trends and best practices, continuously improving customer support skills and knowledge.
Collaboration: Work closely with cross-functional teams to drive efficient resolutions and long-term solutions, enhancing the overall support experience.

Collaboration Style:

Cross-Functional Integration: Work closely with Product, Engineering, Revenue Cycle Management, and Customer Success teams to drive efficient resolutions and long-term solutions.
Code Review Culture: Regularly review and provide feedback on customer support processes and workflows to ensure high-quality customer support.
Knowledge Sharing: Actively contribute to internal knowledge-sharing by documenting solutions, best practices, and emerging trends in customer challenges.

📝 Enhancement Note: Elation Health's Customer Support team values a strong customer focus, empathy, proactivity, continuous learning, and collaboration. Employees are encouraged to work closely with cross-functional teams to drive improvements in customer support and team processes.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Inquiries: Handle complex technical and workflow-related inquiries from healthcare providers and staff, prioritizing issues that impact patient care.
Pattern Identification: Proactively identify patterns and trends in customer challenges, driving process improvement and knowledge development.
Escalation Management: Assess cases for complexity and determine when escalation is appropriate, ensuring necessary details are collected and effectively communicated to senior support teams.
High-Impact Case Management: Take ownership of high-impact cases, particularly those affecting provider workflows and patient care, advocating for fast-tracked solutions when necessary.

Learning & Development Opportunities:

Healthcare Technology Expertise: Develop expertise in healthcare technology and Revenue Cycle Management (RCM) through hands-on experience and continuous learning opportunities.
Leadership Development: Take on leadership roles within the Customer Support team, driving improvements in team processes and customer support strategies.
Conference Attendance & Certification: Elation Health encourages employees to attend industry conferences and pursue relevant certifications to stay up-to-date with industry trends and best practices.

📝 Enhancement Note: Elation Health's Customer Support team faces complex technical challenges and must be prepared to handle high-impact cases with speed and accuracy. Employees are encouraged to develop expertise in healthcare technology and Revenue Cycle Management (RCM) through continuous learning opportunities and leadership roles within the team.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenarios involving complex customer inquiries, pattern identification, escalation management, and high-impact case management.
Problem-Solving Strategies: Develop strategies for handling complex technical and workflow-related inquiries, prioritizing issues that impact patient care.
Communication Skills: Practice clear and professional written and verbal communication, ensuring a positive and reassuring customer experience across multiple support channels.

Company & Culture Questions:

Customer Support Culture: Research Elation Health's customer support culture, values, and collaboration style to ensure a strong fit with the team.
Industry Trends: Stay up-to-date with industry trends and best practices in healthcare technology and Revenue Cycle Management (RCM) to demonstrate a commitment to continuous learning.
Customer Impact: Prepare examples of how you have made a positive impact on customers in previous roles, highlighting your ability to understand their needs and address their concerns with empathy and urgency.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Elation Health's interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experience in customer support and provide examples of how they have handled complex technical and workflow-related inquiries in the past.

📌 Application Steps

To apply for this Customer Support Associate position:

Submit your application through the application link here.
Review the job description and ensure you meet the required qualifications.
Prepare for the phone/video screen by practicing clear and professional communication skills.
Research Elation Health's customer support culture, values, and collaboration style to ensure a strong fit with the team.
Prepare for the technical assessment by reviewing common customer support scenarios and developing strategies for handling complex technical and workflow-related inquiries.
Practice your problem-solving skills and communication strategies to ensure a positive and reassuring customer experience across multiple support channels.
Prepare for the behavioral interview by reflecting on past experiences and behavioral competencies relevant to the role.
Research industry trends and best practices in healthcare technology and Revenue Cycle Management (RCM) to demonstrate a commitment to continuous learning.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Elation Health before making application decisions.

Customer Support Associate - Overnight Canada