(Canada) Solutions Analyst - Financial (West Coast)

Key Duties and 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

  Your Key Strengths:

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