About the Role:
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! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Pharmacy Care team.
Reporting to the Manager, Customer Support
Key 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 8am ET - 9pm ET on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by escalated business needs
Key Duties and Responsibilities:
Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
Ability to handle clients professionally and with a high level of confidence during all interactions
Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
Must excel in a fast-paced environment where critical thinking and time management skills are required for success
Sound understanding of API and service technologies and functions
Take initiatives and help establish a positive team environment built on mutual trust and respect
Participate in the development and improvement of operational tools and processes
Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
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
Ability to establish and maintain effective working relationships with internal and external stakeholders
Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
Experience in a technical support position an asset
Nice to Haves:
• Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows.
• PointClickCare EHR experience, particularly with Orders, eMAR and Pharmacy workflows
• Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities.
Skills and Qualifications:
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.
Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
Prior experience using Sales Force/Service Cloud.
