Customer Support Solutions Analyst

Summary

Join PointClickCare as a remote Customer Support Representative and provide exceptional technical support for our cloud-based healthcare solutions. You will handle technical queries and complaints, troubleshoot system issues, and collaborate with team members to resolve customer problems. Success in this role requires strong problem-solving and communication skills, along with an understanding of long-term care and medical facility workflows. The position offers a competitive salary and a comprehensive benefits package, including flexible paid time off, retirement plan matching, and various wellness programs. This role is remote for candidates in North America and requires shift work.

Requirements

• Secondary Degree in Progress or Completed
• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstrable 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

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
• 11-8 Shift work required

Preferred Qualifications

• Familiarity with PointClickCare software is an asset
• Experience supporting and trouble-shooting web-based software applications
• Preference for those with experience using diagnostic tools to help resolve customer issues

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition