Position Summary: We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints 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 complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success. Responsibilities: Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization 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 complex technical issues by way of log analysis, research, or problem recreation. Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers Effectively use and search the knowledge base, consistently contributing new or updated superior quality content Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content Works to frequently exceed established service delivery guidelines and key performance indicators Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes 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 an occasional need for scheduled overtime on weekends and holidays as determined by business need What does it take: Understand the business processes and practices within a long-term care or medical facility Formalized approach to problem-solving, certification in RCA an asset Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences Energized and motivated by a fast paced, dynamic, high demand working environment Demonstrated ability to multi-task, prioritize, and manage customer expectations Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them A patient and active listener who is detail-oriented High level of customer focus and empathy Prior experience using the PointClickCare application is required This role requires considerable knowledge of MDS3.0 Required Experience: 1-2 years practical experience supporting and trouble-shooting web-based software applications Experience using diagnostic tools to help resolve customer issues Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities Bachelors Degree or post-secondary schooling is preferred At PointClickCare, base salary is one of the many components that make up our total rewards package. The CAD base salary range for this position is $65000- $74,000 + 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. #LI-AJ1#LI-RemotePDN-9bd16b85-bd9c-4f92-8103-1bfdf1403b75
