[Hiring] Senior Solutions Analyst @PointClickCare

Role Description

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.

To do well in this role you need to be able to remain calm while troubleshooting complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is crucial to your success.

Reporting to the Sr Manager, Customer Support.

Key Duties and Responsibilities

• Provide world-class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization of 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 complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledge base content.
• Work to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on troubleshooting SaaS products, customer support best practices, and internal processes.
• 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 an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Qualifications

• Understand the business processes and practices within a long-term care or medical facility.
• Formalized approach to problem-solving, certification in RCA an asset.
• Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.
• Energized and motivated by a fast-paced, dynamic, high-demand working environment.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations.
• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.
• A patient and active listener who is detail-oriented.
• High level of customer focus and empathy.
• Prior experience using the PointClickCare application is required.

Requirements

• Experience using/supporting PointClickCare.
• 1-2 years practical experience supporting and troubleshooting web-based software applications.
• Experience using diagnostic tools to help resolve customer issues.
• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.
• Bachelor's Degree or post-secondary schooling is preferred.

Benefits

• Benefits starting from Day 1!
• Retirement Plan Matching.
• Flexible Paid Time Off.
• Wellness Support Programs and Resources.
• Parental & Caregiver Leaves.
• Fertility & Adoption Support.
• Continuous Development Support Program.
• Employee Assistance Program.
• Allyship and Inclusion Communities.
• Employee Recognition … and more!