Technical Support Team Leader

About the role

MEDFAR Clinical Solutions is seeking a Technical Support Team Leader to oversee and coordinate user technical support for its cloud‑based Electronic Medical Record system, MYLE. Reporting to the National Director of Customer Services, you will lead a multidisciplinary team that ensures clinical users receive prompt, high‑quality assistance.

Key responsibilities

• Lead Level 1 and Level 2 support agents, creating, prioritising and assigning daily tasks.
• Monitor team performance against defined KPIs and provide coaching to develop skills.
• Manage escalations and perform functional and technical analysis of tickets in Salesforce.
• Organise team meetings, document procedures, and contribute to internal and external knowledge bases.
• Report progress to the Director of Customer Services and propose corrective actions.
• Collaborate with developers and other departments to resolve complex technical issues.
• Provide training, onboarding, and participate in recruitment of new team members.

Required profile

• Expert knowledge of the MYLE platform.
• Completed college studies (DEC) in computer science or a related discipline.
• 3–5 years of experience leading customer or technical support teams (preferred).
• Strong communication, motivation for results, and excellent organisational abilities.

Required skills

• MYLE (clinical EMR) expertise.
• Proficiency with G Suite.
• SQL scripting knowledge.
• Experience using Salesforce for ticket management.