(Canada) Solutions Analyst - Financial (West Coast)

PointClickCare

6h•CA$55,000 - CA$65,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower employees to innovate and shape the future of healthcare. We have the largest long-term and post-acute care dataset and a Marketplace of over 400 integrated partners, serving more than 30,000 provider organizations. We reinvest a significant portion of our revenue into research and development. PointClickCare is recognized by Forbes as a top private cloud company and by Canada's Most Admired Corporate Cultures. We offer flexibility, growth opportunities, and meaningful work. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. We invest in training and development to nurture innovation. Join us in redefining healthcare so it thrives. This position is remote for candidates living in North America. The focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions. The ideal candidate can prioritize daily tasks to resolve customer problems independently or with others in a timely manner using various communication channels. This role requires the ability to remain calm while troubleshooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long term care and medical facilities is key to success. The position reports to the Manager, Customer Support.

Requirements

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

Nice To Haves

Familiarity with PointClickCare software is an asset

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