Solutions Analyst- Pharmacy-Technical Support - Mississauga, Canada - PointClickCare

Description

Position Summary

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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 8am to 8pm ESTon 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.)

Prior experience using Sales Force/Service Cloud.

$58,000 - $65,000 a yearAt PointClickCare, base salary is one of the many components that make up our total rewards package. The CAD base salary range for this position is $ ,000+ bonus + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all CAD locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location.