Manager, Customer Support

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.

Location:

This is a remote-based position contingent upon ongoing Covid-19 restrictions. Future on-site work and occasional meetings will be required at the PointClickCare office in Mississauga, ON.
The Customer Support Manager will be responsible for leading a distinguished team of Solutions Analysts to achieve a high level of technical excellence and deliver world-class customer experiences. You will be required to coordinate with cross-functional teams to expeditiously facilitate robust solutions that produce successful outcomes. You will oversee and report on KPIs, day-to-day operations of the team, provide coaching and mentoring, and ensure that effective processes are in place to provide consistent quality of service to our customers. You are entrepreneurial, energetic, and have a passion for customer service.

Responsibilities:

  • Manages a Customer Support team consisting of Technical and Integration Solutions Analysts with a customer-centric mindset
  • Oversees the day-to-day operations, ensure departmental objectives and key results (OKRs, KPIs) are achieved
  • Fosters a positive work environment and supports continuous learning
  • Coaches team members and encourages personal development
  • Respond to customer escalations and collaborate cross-functionally to ensure timely resolution
  • Identifies and communicates change management and process improvement opportunities.
  • Be solution focused and analytical to accurately outline trends and opportunities.
  • Contain and manage volatile, high-visibility, high-impact, product related issues across the organization for Customer Support
  • Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance
  • Mentor team members on best practices, internal processes, and soft skills through formal knowledge transfers
  • Support in-depth technical documentation / enablement on product, for champion toolkits, white papers, case studies, etc. for the organization and customer base

What does it take:

  • Formalized approach to problem-solving, certification in RCA an asset
  • Aptitude for data analysis and interpretation
  • 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

Required Experience:

  • Proven experience in a Customer Support environment with success in Management or Leadership role in a SaaS/Tech organization
  • Post-secondary education preferably in Information Technology or related field
  • 5+ years supporting and trouble-shooting web-based software applications
  • 3-5 years RDBMS experience, preference for SQL Server
  • Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management.
  • Experience supporting API’s, Oauth, OpenID, Java, SQL, HL7, XML and Web Services
  • Strong theoretical and practical knowledge of OSI model and the different layer protocols including specifically, Ethernet, TCP/IP, HTTP, FTP, SSH, TLS/SSL
  • General knowledge of internet routing topologies
  • Experience with Rhapsody Integration Engine
  • Experience with performance monitoring technologies and diagnostic tools
  • Experience with Cloud infrastructure or scalable, high performance web applications
  • Ability to manage in a fast-paced environment
  • Strong communication skills – both verbal and written
  • Aptitude for data analysis and interpretation or Quality Assurance experience
  • Ability to problem solve and be a forward thinker

Nice to have:

  • Experience using New Relic and/or DataDog
  • Experience with Sales Force/Service Cloud
  • Experience with PointClickCare system
  • Experience with Knowledge-Centre Support (KCS)
  • Workforce Management experience
  • Long-term care experience a plus


This job offer was originally published on Jobicy

Published on: Jobicy

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Customer support

Full-time

September 8, 2022

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