Product Support Specialist

Research Institute of the MUHC

Position Summary – The Opal Health Informatics Group at the Research Institute of the MUHC is looking for a dynamic product support specialist to join our client facing team.

Under the general supervision of the Chief Technology Leader of the Opal Health Informatics Group (O-HIG) at the Research Institute of the MUHC the Product Support Specialist is responsible for supporting and ensuring successful clinical implementations of OHIG award-winning Opal application (, which empowers patients with access to their health information. The incumbent ensures a great user experience and collaborates on tasks ranging from obtaining product requirements to ensuring a smooth release of the software.

General Duties:

  • Timely response to client issues and document their resolutions.
  • Interact with patients, clinicians, and researchers to understand product requirements. Provide input into the development roadmap, ensuring client needs are considered.
  • Assist in clinical implementation activities.
  • Perform quality assurance testing on software. Collaborate with the development team in ensuring high quality software releases.
  • Write documentation and reports. Develop training materials and end-user documentation. Develop knowledge bases and FAQ for product support.
  • Provide product training, make presentation.
  • Perform other related tasks upon request from superiors.

  • College Diploma (Attestation of College Studies (ACS) or Diploma of College Studies (DCS)) or equivalent in computer science, computer programming, network administration or information systems management or related field of study. Bachelor degree preferred.
  • Experience interacting with clients or patients is an asset
  • Experience with software testing is an asset
  • Excellent documentation skills
  • At ease training or presenting in front of a group of people
  • Good organizational skills and detail-oriented mindset
  • Excellent interpersonal and communication skills
  • Quick learner with an ability to understand complex topics
  • Bilingualism (French and English) is an asset
  • Strong knowledge of healthcare institutions is an asset

Working Conditions:

Status: Temporary, Full-time, 12 month contract, renewable
Pay Scale: Commensurate with education & work experience
Work Shift: Monday to Friday (35-hour workweek)
Work Site: McGill University Health Centre (GLEN site) and remotely (

Apply here

The Research Institute of the MUHC encourages equity in employment.
This job offer is conditional upon the obtainment of a valid work permit.
NOTE: The masculine gender has been used for brevity and includes the feminine gender.
We thank all those who apply. Only those selected for further consideration will be contacted.