Description
We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.
Key Duties and Responsibilities:
- Provide world-class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization of 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 complex technical issues by way of log analysis, research, or problem recreation.
- Work cross-functionally within the organization to deliver quality, satisfaction, and resolutions to customers.
- Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
- Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.
- Works to frequently exceed established service delivery guidelines and key performance indicators.
- Mentor less experienced team members on troubleshooting SaaS products, customer support best practices, and internal processes.
- 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 an occasional need for scheduled overtime on weekends and holidays as determined by business need.
Requirements:
- Understand the business processes and practices within a long-term care or medical facility.
- Formalized approach to problem-solving, certification in RCA an asset.
- 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.
- Prior experience using the PointClickCare application is required.
Benefits:
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition