(Us) Solutions Analyst, Clinical

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary
Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues.
If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you!
Responsibilities
PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team. The successful candidate will be responsible for the following:

• Take ownership and follow up on open cases which are unresolved
• Support the department’s goals, objectives, and deliverables
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Provide timely and world class customer support to users via multiple channels
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Build strong client relationships by following up with customers in a timely manner

Core Competencies

• Ability to handle clients professionally and with a high level of confidence during all interactions
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Participate in the development and improvement of operational tools and processes
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals

Qualifications And Experience

• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset

flexibility to work during our core business hours from 8:00 am to 8:00 pm Eastern Standard Time
This is a permanent full-time, remote position reporting to the Manager of the Clinical Support Team.
PCC offers a very competitive compensation package which includes excellent benefits, vacation, and a bonus plan. PointClickCare is a diverse company that promotes inclusion and a flexible work environment.
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
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