Senior Solutions Analyst

Summary

Join PointClickCare as a Customer Support Specialist and provide exceptional customer experiences by handling technical queries and offering solutions for our cloud-based healthcare solutions. You will troubleshoot simple to moderately complex system issues, collaborate with cross-functional teams, and utilize our knowledge base. Success in this role requires strong problem-solving and communication skills, along with a deep understanding of long-term care and medical facility workflows. The position offers a competitive salary and benefits package, including a performance-based bonus and the opportunity to work remotely.

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
• Proficient in troubleshooting complex technical issues and implementing effective solutions
• Strong knowledge of software, hardware, and network systems
• Bachelor's degree in Business Administrations, Healthcare, Pharmaceuticals, IT (Preferred not required)

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
• 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 (Preferred not required)
• Solid technical aptitude, including but not limited to: Databases, SQL, Stored Procedures Integrations, API, HL7 Familiar with AppDynamics, Kibana, Rhapsody, Apigee (Preferred, not required)

Benefits

• $55,000 - $68,000 a year
• 5% Performance based bonus
• Overtime Eligible
• #LI-Remote