Job Description

Sutherland is seeking an Software Engg Implementation (French (C1/C2) and English) Support Specialist responsible for assisting patients with issues related to virtual visits, including troubleshooting technical difficulties, guiding patients through the login or setup process, and ensuring a smooth and positive telehealth experience.
:
This role serves as the first point of contact for patients requiring support before or during their virtual appointments and works closely with clinical and technical teams to resolve problems efficiently.
Key Responsibilities:
Patient & Client Support & Communication

• Answer inbound calls, messages, and emails from patients regarding virtual visit issues.
• Provide real-time assistance via phone, chat, email, or messaging in French and English.
• Provide clear, empathetic, and patient-friendly guidance to resolve technical barriers (e.g., login problems, audio/video issues, app navigation).
• Walk patients step-by-step through device setup (camera, microphone, app updates, browser settings, etc.)
• Provider assistance to provider with similar technical issues.
• Working in user profile changes, password reset issues for the client.

Technical Troubleshooting

• Identify and resolve common technical problems with virtual visit platform
• Document troubleshooting steps and escalate unresolved issues to the technical support or IT team.

Operational Support

• Notify clinical teams of delays or disruptions that may impact the patient's visit.
• Document all patient interactions and resolutions accurately in the appropriate systems.
• Monitor and follow up on open cases until resolved.

Compliance & Quality

• Maintain strict compliance with HIPAA and organizational privacy policies.
• Provide service with a high degree of professionalism, empathy, and cultural sensitivity.

Qualifications:
Required

• High school diploma or equivalent (GED).
• Fluency in French(C1/C2) and strong proficiency in English.
• 1-2 years of experience in customer service, patient support, call center, or healthcare environment.
• Ability to troubleshoot basic technical issues on mobile devices, tablets, and computers.
• Strong communication skills--both verbal and written.
• Ability to remain patient, calm, and solution-oriented during challenging interactions.

Skills & Competencies

• Excellent problem-solving and critical thinking skills.
• Strong customer service orientation with an emphasis on empathy.
• Ability to multitask in a fast-paced environment.
• Attention to detail and accurate documentation skills.
• Basic understanding of telehealth processes

Additional Information:
All your information will be kept confidential according to EEO guidelines.

Skills Required