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 rotating shifts between 8am to 8pm 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.
$55,000 - $63,000 a year
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $55,000 - $63,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
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Audacious Inquiry is an Affirmative Action/Equal Opportunity Employer. Audacious Inquiry is deeply committed to the principles of equity, diversity, and inclusiveness. We seek to create a pluralistic community for all team members and we are proud to be an Affirmative Action/Equal Opportunity employer. We encourage all people to apply.