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

Requirements

Understand the business processes and practices within a long-term care or medical facility
Strong, demonstrable 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
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

Benefits

Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

problem-solvinglog analysistroubleshootingdocumentationcustomer supportweb-based software applicationsdiagnostic toolsknowledge base managementservice delivery guidelineskey performance indicators

Soft skills

communicationempathymulti-taskingprioritizationcustomer focusactive listeningdetail-orientedadaptabilitymotivationteam collaboration

Certifications

post-secondary education