76 Support Specialist jobs in Milton

Job Description

Job Description

CCTV Direct is a 20-year Canadian private company with its head office located in Mississauga, Ontario.  CCTV Direct specializes in sales and distribution of surveillance equipment including state-of-the-art AI and IoT cameras, AI network and digital video recorders, cables and other accessories from market leaders based in Korea, Japan, China and Taiwan.  We are the premier solution provider to our business partners with outstanding quality as all our products are thoroughly tested to ensure superior performance and reliability.  Overview We are hiring an enthusiastic and motivated individual to join our Technical Support team. Under the supervision of the Support Manager, the successful candidate will be responsible for providing technical support to CCTV Direct distribution partners, dealers and installers Position Title Technical Support  Position Type Full-Time Position Summary * The Technical Support candidate provides services to the company as follows: ** Provides assistance to customers who encounter technical difficulties while using our products. ** Provides support services to customers via phone, email, web, etc. ** Assist our sales team on projects and respond to pre-sales inquires. ** Collaborate with team members to identify and highlight trends in customer inquiries. ** Report any potential product issues to the Support Manager  ** Learn through hands on product testing with the opportunity to create training materials for internal and external training use. Skills, Qualifications, and Abilities * The successful candidate has: ** Strong customer service orientation ** Outgoing with strong teamwork attitude ** Ability to multi-task and adapt to fast-pace work environment. ** Strong analytical, troubleshooting and problem-solving skills. ** Good interpersonal skill, able to manage customer attitudes and emotions. ** Bilingual in English and French would be an asset.   Experience * The successful candidate has: ** Ideally a post-secondary degree, certificate or diploma in computer or other technology fields ** Excellent verbal and good written communication skills ** Some experience in in operating and troubleshooting PC and IP Networks ** Prior experience in customer service either in-person or over the phone is an asset. ** Prior experience in technical support and/or physical security industry is an asset. ** CCNA or Network+ Certifications (or equivalent knowledge) is an asset but not necessary. Location The Technical Support Department is in Mississauga, Ontario.  Monday to Friday only.

DataAnnotation is committed to creating quality AI. Join our team to help train AI chatbots while gaining the flexibility of remote work and choosing your own schedule.

We are looking for a *customer support specialist* to join our team and teach AI chatbots. You will have conversations with chatbots in order to measure their progress, as well as write novel conversations in order to teach them what to say.

As part of the application process, you will be asked to complete an assessment. If you pass, you will gain access to projects. Based on the quality of your work, you will continue to receive projects regularly. We find our most successful candidates work between 5-20 hours per week, up to 40 hours.

Benefits:

* This is a full-time or part-time REMOTE position
* You’ll be able to choose which projects you want to work on
* You can work on your own schedule
* Projects are paid hourly, starting at $20+ USD per hour, with bonuses for high-quality and high-volume work

Responsibilities:

* Come up with diverse conversations over a range of topics
* Write high-quality answers when given specific prompts
* Compare the performance of different AI models
* Research and fact-check AI responses

Qualifications:

* Fluent in English (native or bilingual level)
* A bachelor's degree (completed or in progress)
* Excellent writing and grammar skills
* Strong research and fact-checking skills to ensure accuracy and originality
* Previous experience as a Freelance Writer, Content Writer, Editor, Copywriter, Copy Editor, or those with experience in journalism and/or media is preferred but not required

Note: Payment is made via PayPal. We will never ask for any money from you. PayPal will handle any currency conversions from USD.

#INDCACW

Job Type: Contract

Pay: From $27.35 per hour

Work Location: Remote

DataAnnotation is committed to creating quality AI. Join our team to help train AI chatbots while gaining the flexibility of remote work and choosing your own schedule.

We are looking for a *customer support specialist* to join our team and teach AI chatbots. You will have conversations with chatbots in order to measure their progress, as well as write novel conversations in order to teach them what to say.

As part of the application process, you will be asked to complete an assessment. If you pass, you will gain access to projects. Based on the quality of your work, you will continue to receive projects regularly. We find our most successful candidates work between 5-20 hours per week, up to 40 hours.

Benefits:

* This is a full-time or part-time REMOTE position
* You’ll be able to choose which projects you want to work on
* You can work on your own schedule
* Projects are paid hourly, starting at $20+ USD per hour, with bonuses for high-quality and high-volume work

Responsibilities:

* Come up with diverse conversations over a range of topics
* Write high-quality answers when given specific prompts
* Compare the performance of different AI models
* Research and fact-check AI responses

Qualifications:

* Fluent in English (native or bilingual level)
* A bachelor's degree (completed or in progress)
* Excellent writing and grammar skills
* Strong research and fact-checking skills to ensure accuracy and originality
* Previous experience as a Freelance Writer, Content Writer, Editor, Copywriter, Copy Editor, or those with experience in journalism and/or media is preferred but not required

Note: Payment is made via PayPal. We will never ask for any money from you. PayPal will handle any currency conversions from USD.

#INDCACW

Job Type: Contract

Pay: From $27.35 per hour

Work Location: Remote

Job Description

Job Description

Application Development & Support Specialist * Burlington, ON * Full-time, permanent role (Monday – Friday), Remote working is a possibility. * Opportunities for growth and development About Us PHD Solutions Inc. is a boutique provider of custom-built software solutions for the modern enterprise. We specialize in creating large-scale, distributed solutions running on the web as well as mobile and embedded devices. Our clients hail from a range of industries including security firms, Transportation & Logistics and Health Care. We have a casual environment, offer an excellent work-life balance and a great corporate culture. We all love what we do and support one another in personal and professional development. We know that it’s okay to not have all the answers but believe it’s important to be excited about learning new things and finding creative solutions to problems. Here’s what else we offer: * Hybrid / Remote working conditions * Competitive salary * Health benefits * 3 weeks’ paid vacation to start * Profit sharing potential The Opportunity We are looking to expand our team in order to meet demand for our expertise. We’re looking for people who understand that excellent software design is a work of art. People who strive to do their best at all times. People who are up to the task of tackling difficult challenges and thriving on the satisfaction gained when the challenge is met. As an Application Development & Support Specialist, here’s what you’ll be doing: * Working closely with client stakeholders to review and resolve Tier 2 and Tier 3 support requests. * Coordinating with the development team to report and prioritize bugs and work on implementing system improvements. * Monitoring and maintaining the platform by executing specific tasks as required. * Suggesting and implementing features and utilities that enable continuous improvement. * Debugging and addressing bugs * Implementing appropriate features This is an exciting opportunity to play in multiple buckets of the development process and create something spectacular. You’ll enjoy mentorship from our senior team members, and have many opportunities to learn, grow, and expand your skills, while serving as a mentor to more junior team members too. If this sounds like something you might be interested in, let’s talk! Requirements and Qualifications * Strong technical acumen and the ability to diagnose and resolve complex issues related to web-based applications. * 3+ years .NET C# web development experience * 3+ years technical support / software development experience * 3+ years relational database, database management experience (preferably MS-SQL Server). * Familiarity with React and TypeScript * Strong spoken and written English communication skills to interact effectively with both technical and non-technical users. * Excellent organizational, problem-solving, and critical-thinking skills. Nice to have qualifications: * Previous experience in a technical support role is highly preferred. How to Apply  Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you'll receive an email inviting you to log in and view your assessment results. We believe that diverse teams build better products, and as such we are committed to equal employment opportunity for all applicants. We will review applications, with priority given to those who have completed the assessment and look forward to hearing from you.

We are seeking a skilled **Calibration and Repair Engineer** to join our **Standards Lab** team. This role is critical in ensuring the accuracy, reliability, and functionality of test equipment through meticulous calibration, preventative maintenance, and repair processes. The ideal candidate will have a strong foundation in metrology, statistical process control, and network security, with a focus on maintaining high standards in a controlled engineering environment.
**Key Responsibilities:**
+ **Calibration & Measurement Uncertainty:**
+ Perform and document calibration of electronic and environmental test equipment, applying principles of measurement uncertainty to ensure accuracy.
+ Develop and maintain calibration procedures and records in compliance with industry standards.
+ **Preventative Maintenance & Repair:**
+ Conduct scheduled preventative maintenance on lab equipment to minimize downtime and extend operational life.
+ Diagnose and repair malfunctions in test stands, hardware, and software, ensuring minimal disruption to engineering workflows.
+ **Statistical Process Control (SPC):**
+ Implement SPC techniques to monitor and improve test processes, analyzing data trends to identify areas for optimization.
+ **Test Stand & Network Support:**
+ Maintain and troubleshoot test stands used for remote hardware/software testing by engineering teams.
+ Assist in managing the Special Use Network, including firewall maintenance and ensuring lab computer security.
+ **Documentation & Compliance:**
+ Adhere to strict laboratory protocols and controlled goods regulations
+ Collaborate with cross functional teams to support qualification and development test lab activities.
**You Must Have:**
+ Bachelors degree in Engineering (Electrical, Mechanical, Industrial, or related field).
+ 2+ years of experience in calibration, metrology, or equipment repair (internship experience considered).
+ Proficiency in measurement uncertainty analysis and calibration standards (ISO/IEC 17025).
+ Strong problem-solving skills for technical troubleshooting.
**We Value:**
+ Certification in Metrology, SPC, or Quality Control (ASQ CCT).
+ Familiarity with environmental testing (temperature, vibration).
+ Experience with LabVIEW, Python, or other test automation tools.
+ Excellent communication skills and attention to detail in a regulated environment.
**Work Environment:**
+ Controlled goods environment (CGP Clearance eligibility required).
+ Laboratory setting with occasional support for remote engineering teams.
**ABOUT HONEYWELL**
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

We are seeking a skilled **Calibration and Repair Engineer** to join our **Standards Lab** team. This role is critical in ensuring the accuracy, reliability, and functionality of test equipment through meticulous calibration, preventative maintenance, and repair processes. The ideal candidate will have a strong foundation in metrology, statistical process control, and network security, with a focus on maintaining high standards in a controlled engineering environment.
**KEY RESPONSIBILITIES:**
+ **Calibration & Measurement Uncertainty:**
+ Perform and document calibration of electronic and environmental test equipment, applying principles of measurement uncertainty to ensure accuracy.
+ Develop and maintain calibration procedures and records in compliance with industry standards.
+ **Preventative Maintenance & Repair:**
+ Conduct scheduled preventative maintenance on lab equipment to minimize downtime and extend operational life.
+ Diagnose and repair malfunctions in test stands, hardware, and software, ensuring minimal disruption to engineering workflows.
+ **Statistical Process Control (SPC):**
+ Implement SPC techniques to monitor and improve test processes, analyzing data trends to identify areas for optimization.
+ **Test Stand & Network Support:**
+ Maintain and troubleshoot test stands used for remote hardware/software testing by engineering teams.
+ Assist in managing the Special Use Network, including firewall maintenance and ensuring lab computer security.
+ **Documentation & Compliance:**
+ Adhere to strict laboratory protocols and controlled goods regulations
+ Collaborate with cross functional teams to support qualification and development test lab activities.
**YOU MUST HAVE:**
+ Bachelors degree in Engineering (Electrical, Mechanical, Industrial, or related field).
+ 2+ years of experience in calibration, metrology, or equipment repair (internship experience considered).
+ Proficiency in measurement uncertainty analysis and calibration standards (ISO/IEC 17025).
+ Strong problem-solving skills for technical troubleshooting.
**We Value:**
+ Certification in Metrology, SPC, or Quality Control (ASQ CCT).
+ Familiarity with environmental testing (temperature, vibration).
+ Experience with LabVIEW, Python, or other test automation tools.
+ Excellent communication skills and attention to detail in a regulated environment.
**Work Environment:**
+ Controlled goods environment (CGP Clearance eligibility required).
+ Laboratory setting with occasional support for remote engineering teams.
**ABOUT HONEYWELL**
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

**Objet de l'emploi :**
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled

**Objet de l'emploi :**
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
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