Customer Support Solutions Analyst

Summary

Join PointClickCare as a Customer Support Specialist and deliver exceptional customer experiences by resolving technical queries for our cloud-based healthcare solutions. You will troubleshoot simple to moderately complex system issues, utilize various communication channels, and collaborate with cross-functional teams. A strong understanding of long-term care and medical facility workflows is essential. This role requires strong problem-solving and communication skills, along with the ability to multitask and manage customer expectations. The position offers a competitive hourly rate and overtime eligibility, and is a 10-month contract with potential for extension. Shift work is required.

Requirements

• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast paced, dynamic, high demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Experience supporting and trouble-shooting web-based software applications

Responsibilities

• Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application
• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities
• Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
• Be available to work between 11AM to 8PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

Preferred Qualifications

• Familiarity with PointClickCare software is an asset
• Strong Cross Functional work experience with technical teams
• Bachelor's degree in Business Administrations, Healthcare, Pharmaceuticals, IT
• Preference for those with experience using diagnostic tools to help resolve customer issues
• Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
• Prior experience using Sales Force/Service Cloud
• Previous work experience in Pharmaceutical Administration HealthTech

Benefits

• $30 - $35 an hour
• Overtime Eligibility
• 10-Month Contract- Extension Eligible