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    Analyst - Content Performance - Mississauga, ON, Canada - PointClickCare

    PointClickCare
    PointClickCare Mississauga, ON, Canada

    3 weeks ago

    Default job background
    Description
    (Canada) Solutions Analyst- Pharmacy-10 months Contract

    Your focus is on providing an exceptional customer experience while handling technical queries and providing solutions 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:
    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 11:30AM to 8:00PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.


    What does it take:
    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
    Familiarity with PointClickCare software is an asset


    Required Experience:
    Post secondary education required.
    Experience supporting and trouble-shooting web-based software applications.
    Preference for those with experience using diagnostic tools to help resolve customer issues.

    Nice-to-haves:

    ~ Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)

    #J-18808-Ljbffr
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