This range is provided by PointClickCare. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$26.00/hr - $30.00/hr
Position Summary:
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 8:00AM- 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.)
Prior experience using Sales Force/Service Cloud
Seniority level
Not Applicable
Employment type
Contract
Job function
Information Technology
Industries
Software Development
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