Solutions Analyst - Mississauga, Canada - PointClickCare

PointClickCare

Verified Company

Mississauga, Canada

1 week 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:

Responsibilities:

Provide timely and world class customer support to users via multiple channels.
Manage incoming support cases by prioritizing based on severity and or reroute to other departments as required.
Take ownership and follow up on open cases which are unresolved.
Build strong client relationships by following up with customers in a timely manner.
Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions.
Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
Support the department's goals, objectives, and deliverables.
Work shifts between 8am and 8pm as required.

Core Competencies:

Ability to handle clients professionally and with a high level of confidence during all interactions
Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
Must excel in a fastpaced environment where critical thinking and time management skills are required for success
Sound understanding of API and service technologies and functions
Take initiatives and help establish a positive team environment built on mutual trust and respect
Participate in the development and improvement of operational tools and processes
Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
Innovative thinker who is positive, proactive, takes accountability and readily embraces change
Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
Ability to establish and maintain effective working relationships with internal and external stakeholders.

Required Experience: