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(US) Customer Support Solutions Analyst - Financial
- Point Click Care
-
Verified
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.
Key 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
Your Key Strengths:
• 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
• 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
