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(Canada) Solutions Analyst - Financial (West Coast)

1 week, 6 days ago
Canada
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 62

Description

  • Provide customer support with empathy for issues related to administering, configuring, and using the application.
  • Develop deep knowledge of the cloud-based software and the workflows it supports in long-term care facilities.
  • Troubleshoot and resolve simple to moderately complex technical issues through log analysis, research, and problem recreation.
  • Work cross-functionally with internal teams to deliver timely resolutions and maintain customer satisfaction.
  • Use the knowledge base to find answers and contribute new or updated content when needed.
  • Document customer issues, investigative steps, and resolutions accurately in the help desk ticketing system across phone, email, chat, and web portal channels.
  • Meet or exceed service delivery guidelines and key performance indicators.
  • Prioritize daily tasks and manage multiple customer issues while maintaining clear communication and expectations.
  • Be available for rotating weekday shifts between 8 a.m. and 8 p.m. EST, with occasional overtime, weekend, holiday, or on-call coverage as needed.

Requirements

  • Understanding of business processes and practices within a long-term care or medical facility.
  • Strong problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to multitask, prioritize, and manage customer expectations in a fast-paced, high-demand environment.
  • Quick learner with strong acumen for software and technology.
  • Patient, active listener with strong attention to detail.
  • High level of customer focus and empathy.
  • Familiarity with PointClickCare software is an asset.
  • Availability to work rotating shifts between 8 a.m. and 8 p.m. EST on weekdays.
  • Overtime eligibility and shift work preference for the West Coast/Pacific Time zone are preferred, but not required.

Benefits

  • $55,000 to $65,000 annual base salary.
  • 5% performance-based bonus.
  • Full-time benefits.
  • Benefits starting from day one.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves, plus fertility and adoption support.
  • Continuous development support program and employee assistance program.

Interested in this position?

Apply directly on the company website

Apply Now

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