Salary Range: 27 to 31 (Currency: CAD) (Pay period: per-hour-wage)

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:

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 between 11:30AM to 8:00PM 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.

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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.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Compensation Overview

Responsibilities:

What does it take:

Required Experience:

Nice-to-haves:

6 month growth

1 year growth

2 year growth

Benefits