Technical Support Associate

Job Category

Job Experience

Job Location

Expiration Date

26 Sep 2018
  1. Terms: Indefinite/contract full-time position
  2. Apply by: September 30, 2018
  3. Salary: Commensurate with experience
  4. Location: Brussels, Belgium or Lebanon 

Health Standards Organization (HSO) is searching for a solutions-driven Technical Support Associate who shares our passion for achieving quality health services for all. In Canada and around the world, we are building a bold and bright future for our enterprise and our clients. If you are looking for a challenge and seeking to be part of something larger than yourself, this position could be for you.

This role is a key piece of the puzzle to maintaining the superior client relationships that set HSO apart. As an Associate within our Program Excellence team, you will respond to, identify, monitor and troubleshoot technical dilemmas related to our clients’ use of our proprietary software. If you’re right for the role, you have a deep understanding of computer software and applications that will allow you to quickly become familiar with our internal programs, computer applications and equipment. Your job is to use this deep understanding to gain insight into our clients’ needs, allowing you to present solutions that are innovative and effective.

If you’re right for this role, the thought of using your stellar people skills, puzzle-solving skills and technical expertise leaves you energized and excited. Discovering solutions to meet our clients’ unique needs and guiding our clients towards success motivates and drives you. The opportunity to enable them in their success makes your day every day. Your role as a tech support guru will have a vital impact in health services organizations worldwide, as they strive towards providing all patients with the quality and safety of service that we, our friends, and our family count on.

Let’s break it down. Your responsibilities include:

  • Saving the day: solving the technical frustrations of our clients worldwide. Typical queries include (but are not limited to) password problems, software installation, internet connectivity, verifying hw/sw set-up, assisting with the navigation of our applications, and troubleshooting communication roadblocks (VOIP, email, etc.).
  • Listening: take the time to understand the unique needs of our clients through an understanding of their culture and the context of their organization.
  • Spreading your positive, problem-solving vibes. In addition to solving our clients’ technical frustrations, your positive energy is contagious, and will enable you to build authentic and enduring relationships at all levels within our client organizations.
  • Staying organized and capturing your learning: processing, tracking and recording call and email transactions.
  • Closing the loop: researching solutions and making scheduled call backs to customers where necessary.
  • Internal collaboration. You won’t be in this alone. The HSO team is our – and your – greatest asset. Lean on our team’s goldmine of talent and expertise to strengthen you in your role.

You have a unique history. Does it include the education and experience listed below?

  • Undergraduate degree/diploma in computer science, data administration, or other related field, or commensurate experience.
  • 3+ years’ experience in an external client-facing customer service environment.
  • Knowledge of relevant software computer applications and equipment:
    • SQL Management Studio
    • Office 365
    • CRM Dynamics 365
  • Outstanding interpersonal skills. You’ll be interacting daily with our valued client base – your ability to listen, as well as explain technical solutions to a non-technical audience, is key.
  • Strong English and French written and verbal communication skills.
  • Tried and tested analytical, critical-thinking, and troubleshooting skills.
  • Availability for occasional international travel.
  • Availability to work occasional overtime as well as flexibility to be on-call.

 You’ll stand out if you...

  • Speak additional languages such as Arabic.
  • Are familiar with our Qmentum, Evolve, and/or Progress programs and accreditation processes.
  • Are available to work occasional weekend hours.

Have what we’re looking for? We want to hear from you! Submit your application on our Careers Site:

We are equal opportunity employer and are committed to the principles of Employment Equity. We encourage applications from all qualified women and men, including visible minorities, Aboriginal persons, and persons with disabilities. We thank all applicants for their interest; only those selected for an interview will be contacted. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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