Point Click Care

(Canada) Solutions Analyst - Financial (West Coast)

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Job Description

*This position is remote for candidates living in North America.
 
Position Summary:
 
Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions.

We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.  

Reporting to the Manager, Customer Support 


Key Duties and 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 rotating shifts between 8am to 8pm EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

    •   Your Key Strengths:
  • 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
  • Familiarity with PointClickCare software is an asset

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