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Canada- Sr Solutions Analyst (Care Services)

5 days, 3 hours ago
United States, Canada
Full-time
Mid Level
Customer Support
Customer and Technical Support
CRM
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 68

Description

  • Provide timely customer support to users through multiple channels.
  • Manage incoming support cases by prioritizing issues by severity and routing them as needed.
  • Own unresolved cases and follow up until they are closed.
  • Build strong client relationships through timely follow-up and professional communication.
  • Maintain knowledge articles for the customer support portal.
  • Document communications, transactions, issues, and remediation actions in the CRM system.
  • Support team goals, objectives, and deliverables.
  • Work scheduled shifts between 8am and 8pm as required.
  • Participate in improving operational tools and support processes.

Requirements

  • Must be located in the US for eligibility.
  • Exposure to AI tools and interest in using them to improve work and user experience.
  • Ability to handle client interactions professionally and confidently.
  • Ability to manage concurrent tasks, prioritize work, and coordinate assignments.
  • Strong critical thinking and time management skills in a fast-paced environment.
  • Sound understanding of API and service technologies and functions.
  • Ability to work autonomously or within a remote team.
  • Ability to build effective relationships with internal and external stakeholders.
  • Degree or post-secondary education in Information Technology or a related technical field preferred.
  • Experience in a technical support position is an asset.
  • Expertise in care delivery for senior living facilities is required.

Benefits

  • Benefits starting from day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee assistance program.

Interested in this position?

Apply directly on the company website

Apply Now

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