Solutions Analyst - Mississauga, Canada - PointClickCare

PointClickCare

Verified Company

Mississauga, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

For more than 20 years, PointClickCare has been the backbone of senior care.

We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

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.

Responsibilities:

Develop an indepth understanding of our cloudbased 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 crossfunctionally 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
Be available to work rotating shifts between
8am to 8pm EST on weekdays with occasional scheduled overtime for weekends, holidays, and oncall as necessary when determined by business need

What does it take:

Understand the business processes and practices within a longterm care or medical facility
Strong, demonstrable problemsolving skills
Excellent communication skills, written and oral
Energized and motivated by a fast paced, dynamic, high demand working environment
Demonstrated ability to multitask, prioritize, and manage customer expectations
A quick learner with acumen for software and technology
A patient and active listener who is detailoriented
High level of customer focus and empathy
Familiarity with PointClickCare software is an asset

Required Experience: