United States onlyYour 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.
CA and US only
