About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021  

Gold Stevie Award Winner for Great Employers in 2024 and 2022 

We foster an exciting culture of creativity, connection, and commitment 

Read more about our culture: Foundever® Stories.  

This role may involve the use of approved artificial intelligence (AI) tools to support day-to-day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data-supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

Job Summary

Provides technical and onboarding support for all virtual care platform users. Responsible for coordinating access to virtual tools, system setup, user access management, troubleshooting, and ensuring smooth integration of clinical and administrative workflows. Supports compliance with all privacy requirements and organizational security standards. This opportunity represents an existing vacancy supporting current business operations. 

Primary Job Responsibilities

• Assess new and existing technology channels to ensure they support the virtual care program’s process & requirements.  
• Implement new technology or optimizing existing technology ensuring adherence to · documented requirements (processes, SOWs, company strategy, legislation); participating in  
• scoping system requirements, development of workflows, implementation, user acceptance testing and ensuring production is working as designed.  
• Supports tracking, documentation, and reporting related to program rollouts  
• Liaising with users to identify any system functionality issues or limitations and interacting with vendors to address issues and ensure resolution. 
• Provide technical support to all virtual care platform users, including clinicians, administrative staff, and other stakeholders. 
• Support onboarding of new users, guiding them through the setup process and familiarizing them with the virtual care platform’s features and functionalities as needed.  
• Coordinate and facilitate access to virtual tools and systems, ensuring users have the necessary credentials and permissions. 
• Manage user access, granting and revoking permissions as required, while maintaining an accurate record of user activity.  
• Assist in the configuration and setup of the virtual care platform to align with clinical and administrative workflows. 
• Collaborate with IT and clinical teams to ensure seamless integration with existing systems and processes.  
• Working with software vendors and consultants to set up and maintain system workflows and processes.  
• Identify, troubleshoot, and work with external partners to resolve technical issues related to the virtual care platform, providing timely support to users.  
• Document recurring technical issues and contribute to the development of FAQs and knowledge base articles to improve user experience  
• Adhere to all ethics, compliance, and information security policies.  
• Safeguard company assets, systems, and confidential information per company policy. · Promptly report any suspected ethics violations, security incidents, or data breaches in line with company policy.  
• Handle personal, client, and business data in compliance with contracts, internal policies, and legal requirements.  
• Perform additional duties assigned by leadership 

Position Qualifications

Demonstrated experience in providing technical support for software and hardware  

Proven ability to diagnose and resolve technical issues quickly, including familiarity with troubleshooting tools and techniques.  

 Experience in managing user permissions and roles within software systems, including user access provisioning and deprovisioning processes.  

Experience collaborating with cross-functional teams, such as IT, clinical staff, and administrative personnel, to ensure seamless implementation of technology solutions. 

Experience in designing and delivering training programs for end users, focusing on technology adoption and user experience.  

Proven track record of conducting onboarding and workshops for diverse user groups 

Diploma in Computer Science, Computer Programmer Analyst or related area of study 

Understanding of compliance frameworks and the regulatory environment surrounding healthcare technology and data privacy.  

Strong communication skills, with the ability to convey technical concepts clearly and effectively to non-technical users.  

A customer-service-oriented mindset, demonstrating patience and empathy when assisting users with technical issues.  

Medium Knowledge on Networking, Telephony or Servers. 

Familiarity with electronic health records (EHR) and their integration with virtual care applications an asset.  

Identifies and addresses issues proactively using both qualitative and quantitative analysis; evaluates outcomes against standards and makes informed decisions aligned with short- and long-term goals.  

Build trust and credibility through consistent professionalism, effective negotiation, and collaborative engagement with stakeholders to achieve shared goals and strategic outcomes 

Salary Range

The starting pay range for this position is CAD 45600 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.   

Pre-employment Requirements: 

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.      

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.