Customer Support Solutions Analyst

Your focus is on providing an exceptional customer experience while handling 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 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 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

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


This job offer was originally published on Jobicy

Published on: Jobicy

N/A

Customer support

Full-time

November 10, 2022

50 views

4 clicks on Apply Now


Do hou need help writing your resume? Try PurpleCV - CV Writing Services


Related job offers


Do you think that this offer is not related to remote jobs or violates our terms of service? Please report it and help us give you only valuable job offers.